1. TOTAL QUALITY
MANAGEMENT
By: Kirankumar Solanki

2. CONTENTS
 Introduction
 Objectives
 Principles of TQM
 Significance of TQM
 Elements of TQM
 Tools of TQM
 Reasons for failure
 Advantages
 Disadvantages

3. INTRODUCTION
 Total quality management increases the
customer satisfaction by boosting the
quality.
 It does by motivating the work force and
improving the way the company operates.
 In an increasing competitive market firms
with a continuous improvement culture and
external focus are more likely to survive and
prosper.
 TQM is consider an important catalyst in this
context.

4. WHAT IS TQM?
 TQM is a management approach for long term
success through customer satisfaction.
 TQM is an approach to improving the
effectiveness and flexibilities of business as a
whole.
 It is essentially a way of organizing and
involving the whole organization every
department, every activity and every single
person at every level.
 TQM ensures that the management adopts a
strategic overview of the quality and focuses on
prevention rather than inspection.

5. OBJECTIVES OF TQM
 To provide high quality drug product to
patients.
 Process improvement.
 Defects prevention.
 Helping teams to make better decisions.
 Continuous improvement to process
systems, people suppliers, partners,
products and services.

6. PRINCIPLES OF TQM
Management commitment.
Employee empowerment.
Fact based decision making.
Continuous improvement.

7. SIGNIFICANCE OF TQM
 The importance of TQM lies in the fact that it
encourages innovation, make the
organization adaptable to change , motivate
people for better quality ,and integrates the
business arising out of the common purpose
and all those provide the organization with a
valuable and distinctive competitive edge.

8. ELEMENTS OF TQM
 Be customer focused.
 Do it right the first time.
 Constantly improve.
 Quality is an attitude.
 Telling staff what is going on.
 Educate and train people.
 Measure the work.
 Top management must be involved.
 Make it a good place to work.
 Introduce the team work.
 Organize by process , not by function.

9. TOOLS OF TQM
- HOW CAN WE ACHIEVE PRODUCT QUALITY?
 Implement complaint management processes.
 Risk management by using FMEA (Failure modes
and effect analysis) & other risk assessment tools.
 Compliance tracking by centralizing regulatory,
standard and customer requirement.
 Empower employees, engage them in the quality
process, make them take the ownership of quality.
 Integrated systems : Connect the different functions
& process areas in to integrated business system.
It includes the use of software like ERP(Enterprise
resources planning, SAP(systems applications &
products) & Pharmasuite.

10. TOOLS OF TQM
- HOW CAN WE ACHIEVE PRODUCT QUALITY?
 Process approach: To understand links between
process input and finished quality. It involves PLAN-DO-
CHECK-ACT cycle.
 Data driven decision making : Collect and analyze
data on an ongoing basis---analyze the trend---take
actions.
 Communication : Communicating the results helps to
motivate employees.

11. REASONS FOR TQM FAILURE.
 Top management sees no reasons for change.
 Top management is not concerned for its staff.
 Top management is not committed to the TQM
programmer.
 The company loses interest in the programmer after six
months.
 The work force and the management do not agree on
what needs to happen.
 Urgent problem intervene.
 TQM is imposed on the workforce ,which does not
accept it carefully.

12. ADVANTAGES OF TQM.
 Improvement of quality
 Employee participation
 Promotes Team work
 Working relationship
 Customer satisfaction
 Employee satisfaction
 Productivity
 Improves
Communication
 Profitability
 Lower cost
 Improves reputation- faults
and problems are spotted
and sorted quicker.
 Higher employee morale-
workers motivated by extra
responsibility ,team work and
involvement in decision of
total quality management.
 Decreases waste as fewer
defective products and no
need to separate.

13. DISADVANTAGES OF TQM
 Initial introduction cost.
 It takes several years for its beneficial effects to
be visible.
 Workers may be resistant to change.
 It require more management and staff.
 It is not a quick fix, TQM takes time to
implement .