1. Total Quality Management
• TQM is a philosophy that involves everyone in an
organization in a continual effort
Total Quality Management – to improve quality and
– achieve customer satisfaction.
(TQM) • TQM can be defined as
– managing the entire organization so that
Presented By:
Anupam Kumar – it excels in all dimensions of products and services
Reader, – that are important to the customers.
School of Management Sciences, Varanasi. • TQM is
Email: anupamkr@gmail.com – a process approach, and
– a management strategy.
© Copyright 2013 Anupam Kumar 1 © Copyright 2013 Anupam Kumar 2
Process Approach TQM Process
• A process approach views the organization as
– An interconnected set of functions
– Organized to achieve
– A specific goal.
• The process approach of TQM promotes that:
– Each of the succeeding functions
– be related to the preceding function
– in terms of client/customer relationship.
© Copyright 2013 Anupam Kumar 3 © Copyright 2013 Anupam Kumar 4
Roadmap to TQM Roadmap to TQM
• Primary responsibility of product quality rests with • Every employee is responsible for achieving good
the top management. product quality.
• Quality should be • Quality cannot be inspected into a product
– Customer focused and – It should be made right the first time.
– Evaluated using customer based standards. • Quality must be monitored to identify problems
• The production process and work methods must be quickly and the problems must be corrected
designed consciously to achieve quality immediately.
conformance. • The organization must strive for continuous
improvement.
© Copyright 2013 Anupam Kumar 5 © Copyright 2013 Anupam Kumar 6
© Copyright 2013 Anupam Kumar 1

2. Total Quality Management Essentials of TQM Focus
• The key aspects of TQM may be enumerated • Customer satisfaction • Employee involvement
– Both for internal & external – Total employee buy-ins is
as: customers and at all levels. essential.
– Top management commitment and support • Leadership • Quality costs
– TQM stresses on the – It is the actual cost less the no
– Focus on both external and internal customers leaderships commitment. failure cost of the product.
– Employee involvement and empowerment • Quality policy • Supplier selection &
– Continuous improvements – TQM promotes policy frame- development
work for the organization. – Development of TQM
– Partnership with suppliers • Organizational structure philosophy among supply
– Establishing performance measures for processes. chain vendors
– TQM proposes change in the
organizational structure to • Recognition and reward
promote quality aspirations. – Rewards on achievement of
© Copyright 2013 Anupam Kumar 7 © Copyright 2013 Anupam Kumar targets. 8
Basic Principles of TQM
• Strive for quality in all aspects
• The customer is the creation of quality
• Improve the process or systems by which the
products are produced
• Quality improvement is continuous and never
ending activity
• Worker involvement is essential
• Ground decisions and actions on knowledge
• Encourage teamwork and cooperation.
© Copyright 2013 Anupam Kumar 9 © Copyright 2013 Anupam Kumar 10
When TQM Fails?
• Lack of commitment by Top Management.
• Focusing on specific techniques rather than on the
system.
• Not obtaining employee buy-in and participation.
• Program stops with training.
• Expecting immediate results – not waiting for the
long term payoff.
• Forcing methods which are incompatible with the
production system and personnel.
© Copyright 2013 Anupam Kumar 11
© Copyright 2013 Anupam Kumar 2