What’s the goal of TQM?
Objectives of TQM
Significance of TQM
Basic Tenets of TQM
Productivity and TQM
Elements of TQM
Three aspects of TQM
Total Quality Management
and Continuous Improvement
versus Traditional Approach
Classification of TQM tools
Reasons for Failure
Benefits of TQM
3. What is TQM?
› TQM is the integration of all functions and processes within an
organization in order to achieve continuous improvement of the
quality of goods and services. The goal is customer satisfaction.
4. TQM Cont.
Total - made up of the whole
Quality - degree of excellence a product or service provides
Management - act, art or manner of planning, controlling, directing
Therefore, TQM is the art of managing the whole to achieve
5. What’s the goal of TQM?
“Do the right things right the first time, every time.”
7. Objectives of TQM
Meeting the customers requirements is the primary objective and the
key to organizational survival and growth.
The second objective of TQM is continuous improvement of quality.
The management should stimulate the employees in becoming
increasingly competent and creative.
Third, TQM aims at developing the relationship of openness and
trust among the employees at all levels in the organization.
8. Significance of TQM
› The importance of TQM lies in the fact that it encourages
innovation, makes the organization adaptable to change,
motivates people for better quality, and integrates the business
arising out of a common purpose and all these provide the
organization with a valuable and distinctive competitive edge.
9. Basic Tenets of TQM
The customer makes the ultimate determination of quality.
Top management must provide leadership and support for all quality
Preventing variability is the key to producing high quality.
Quality goals are a moving target, thereby requiring a commitment
toward continuous improvement.
Improving quality requires the establishment of effective metrics. We
must speak with data and facts not just opinions.
10. Productivity and TQM
• Quality cannot be improved without significant losses in
• Improved quality leads to improved productivity.
11. Elements of TQM
Be customer focused
It requires the company to check customers attitudes regularly
and includes the idea of internal customers as well as external
Do it right the first time
This means avoiding rework, i.e., cutting the amount of
12. Elements of TQM Cont.
Continuous improvement allows the company gradually to get better
Quality is an attitude
Every one has to be committed to quality. That means changing the
attitude of the entire workforce, and altering the way the company
Educate and train people
An unskilled workforce makes mistakes. Giving more skills to workers
means they can do a wider range of jobs, and do them better. It also
means educating staff in the principles of TQM, which is a whole new
style of working
13. Elements of TQM Cont.
Measure the work
Measurement allows the company to make decisions based on facts,
not opinion. It helps to maintain standards and keep processes within
the agreed tolerances
Telling staff what is going on
This involves improved communication. Typically, it includes team
Top management must be involved
If senior management is not involved, the program will fail.
14. Elements of TQM Cont.
Make it a good place
Many companies are full of fear. Staffs are afraid of the sack, their
boss and making mistakes. There is no point in running a TQM
program unless the company drives out fear
Introduce team work
Team work boosts employees morale. It reduces conflict and solves
problem by hitting them with a wider range of skills.
Organize by process, not by function
This element of TQM seeks to reduce the barriers that exist between
different departments, and concentrates on getting the product to the
15. The three aspects of TQM
Tools, techniques, and training in their use for analyzing,
understanding, and solving quality problems
Quality for the customer as a driving force and central concern.
Shared values and beliefs, expressed by leaders, that define and
16. Total Quality Management
and Continuous Improvement
TQM is the management process used to make continuous
improvements to all functions.
TQM represents an ongoing, continuous commitment to
The foundation of total quality is a management philosophy that
supports meeting customer requirements through continuous
17. Continuous Improvement versus Traditional
Focus on ‘who” and “why”
Focus on “what” and “how”
Process improvement focus
19. Quality Throughout
“A Customer’s impression of quality begins with the initial
contact with the company and continues through the life of
Customers look to the total package - sales, service during the
sale, packaging, deliver, and service after the sale.
Quality extends to how the receptionist answers the phone, how
managers treat subordinates, how courteous sales and repair
people are, and how the product is serviced after the sale.
“All departments of the company must strive to
improve the quality of their operations.”
20. Classification of TQM tools
consist mainly of subjective inputs, which often do not intend to
measure something of a numerical nature.
involve either the extension of historical data or the analysis of
objective data, which usually avoid personal biases that sometimes
contaminate qualitative tools.
22. Reasons for Failure
TQM fails because:
Top management sees no reason for change.
Top management is not concerned for its staff.
Top management is not committed to the TQM program.
The company loses interest in the program after six months.
The workforce and the management do not agree on what
needs to happen.
Urgent problems intervene.
23. Reasons for Failur Cont.
TQM is imposed on the workforce, which does not inwardly
No performance measure or targets are set, so progress cannot
Processes are not analyzed, systems are weak and procedures
are not written down.
24. Benefits of TQM
TQM has numerous benefits. It enables organizations to:
attain higher profitability and increased market share
improve customer satisfaction
improve organizational productivity
improve employee morale and job satisfaction
create a positive work culture
undertake systematic problem solving and decision making through project