3. The expression Total Quality Management
started to appear in the 1980s
TQM truly became pervasive in 1990s
Now a days it plays a vital role in every
organization or firm
For providing better service every firm must
Need to know following things
a. What is customer?
E.g. external and internal
b. What is product?
c. How customer satisfied?
d. What are feature of products?
e. Freedom of deficiencies
5. DEFINITION OF TQM
TQM is a management approach for an
organization, centered on quality, based on
the participation of all its members and
aiming at long-term success through customer
satisfaction, and benefits to all members of
the organization and to society
Focussing on customers satisfaction.
Provides best quality product at lowest possible price
Prevention of defects, target is zero defects
7. Details About TQM
Total = Quality involves everyone and all
activities in the company.
Q : quest for excellence
U : understanding customer
A : action for achieve customer satisfaction
L : better leadership
I : involvement of all people
T : team spirit to work for common goal
Y : yardstick to measure progress
9. : conformation to specification
: conformation to requirement
: value for money
: customer's perception
: combination of aesthetics, feature
11. The Deming Cycle or PDCA Cycle
Plan a change to the process. Predict the
effect this change will have and plan how
the effects will be measured
Adopt the change as a
permanent modification to
the process, or abandon it.
Implement the change on a
small scale and measure
Study the results to learn what
effect the change had, if any
13. meeting external customer need
meetings the needs of internal customers
meetings the requirements of accuracy,
completeness innovation , timeliness and cost
14. TQM principles
Principles (by focusing on the follows):
Plan (drive, direct)
Do (deploy, support, participate)
Act (recognize, communicate, revise)
Measurement and recognition
Fact Based Decision Making
SPC (statistical process control)
TOPS (Team Oriented Problem Solving)
Cross-functional process management
Attain, maintain, improve standards
Service relationship with internal customers
Never compromise quality
Customer driven standards
17. Scope Company Wide
Scale Everyone is responsible for Quality
Philosophy Prevention not Detection
Standard Right First Time
Control Cost of Quality
Theme On going Improvement
Approach Management Led
18. TQM principles, an example
Before TQM After TQM
In 1986, Globe Metallurgical company was in trouble
There are famous companies have been applied TQM and
gained a big benefits, e.g. Toyota, Ford & Motorola.
19. Created by International Organization for Standardization
(IOS) which was created in 1946 to standardize quality
requirement within the European market.
IOS initially composed of representatives from 91 countries
Prefix “ISO” in the name refers to the scientific term
“iso” for equal. Thus, certified organizations are assured to have
quality equal to their peers.
It contains 6 parts i.e. ISO , ISO9000, ISO2000, ISO2001,
ISO2002, ISO2003, ISO2004
It defines a well-designed, well-implemented and well managed
quality system provides confidence that outputs will meet
customer expectations and requirements.
20. Created to meet five objectives:
1. Achieve, maintain, and seek to continuously
improve product quality in relation to the
2. Improve the quality of operations to continually
meet customers’ and stakeholders’ needs.
3. Provide confidence to internal management that
quality requirements are being met.
4. Provide confidence to the customers that quality
requirements are being met.
5. Provide confidence that quality system
requirements are fulfilled.
ISO 9000: 2000
21. Principle 1: Customer Focus
Principle 2: Leadership
Principle 3: Involvement of people
Principle 4: Process approach
Principle 5: Systems approach for management
Principle 6: Continual improvement
Principle 7: Factual approach to decision making
Principle 8: Mutually beneficial supplier
22. TQM for your life!
Total Quality involves everyone and all activities.
Quality Conformance to Requirements.
Management Quality can and must be managed.
(Ethics, Integrity, Trust, Training, Teamwork, Leadership,
Communication and Recognition).
Find a goal for your life & implement TQM to achieve it, I
You will see the difference…. with TQM
23. Over views…
TQM = A process for managing quality;
It must be a continuous way of life;
A philosophy of perpetual improvement in everything we do
Why TQM is a GOLDEN word?
It is an Improvements in quality, productivity, competitiveness
and financial return.
An approach to the art of management (philosophy).
It is an Improvement tool.
It is direct you to achieving goals.
It is a lifestyle for successful people.