Total Quality

Management
 CONCEPT OF QUALITY
One is reminded of quality long after
price is forgotten
As per the American Society of Quality
Control Quality is the totality of
features or characteristics of a product
or service that beacon its ability to
satisfy a given need.
 QUALITY CONTROL
Itis concerned with making things rather than discovering
and rejecting those made wrong.
Quality Control is an effective system for integrating the
quality development, quality maintenance and
quality improvement efforts of various groups in an
organization so as to enable production and service, at
the most economic levels which allow for full customer
satisfaction.
Basic responsibility of quality rests in the hands of top
management. Daily authority and responsibility of quality
control lies in the hands of quality control staff. But
quality is everybodys job.
 Total
T = Total i.e. company-wide, suppliers,
customers
 DEFINITION OF QUALITY

The concept and vocabulary of quality are elusive. Different

people interpret quality differently. Few can define quality
in measurable terms that can be proved operationalized.
When asked what differentiates their product or service;
The banker will answer service
The healthcare worker will answer quality health care
The hotel employee will answer customer satisfaction
The manufacturer will simply answer quality product
 Quality
Ability of a product to satisfy customers
need up to a standard.
 Definition of TQM
TQM is the art of managing the whole to
achieve excellence.

TQM is a philosophy and a set of guiding

principles that represent the foundation of
a continually improving firm.

It is the application of quantitative

methods to improve all processes within a
firm.
 TO DELIVER HIGHEST VALUE AT LOWEST
COST is the main objective of TQM

Do the right things right the first

time, every time.
 5 Principles of TQM
Produce quality work the first time.
Focus on the customer: The customer ultimately determines the level
of quality. No matter what an organization does to foster quality improvementtraining employees,
integrating quality into the design process, upgrading computers or software, or buying new

measuring toolsthe customer determines whether the efforts were worthwhile.

Have a strategic approach to improvement:

This process, called strategic planning or strategic management, includes the formulation of a
strategic plan that integrates quality as a core component.

Improve continuously: Continual improvement drives an organization

to be both analytical and creative in finding ways to become more competitive and more effective at
meeting stakeholder expectations.

Encourage mutual respect and teamwork: All

employees participate in working toward common goals.
 Tools of TQM
Right First Time: Quality conscious at
start
Bench Marking
ISO 9000(International organization for
standardization )
Quality Circles
Statistical Quality Control
Kaizen
Six Sigma
 Benefits of TQM
Improve quality
Employee participation and satisfaction
Teamworkand Working relationships
Customer satisfaction
Productivity
Communication
Profitability and Market Share
 Obstacles to TQM
Lack of management commitment
Improper planning
Lack of continuous training and education
Incompatible Org structure & isolated
departments and individuals
Ineffective measurement techniques
Paying inadequate attention to customers
Inadequate use of empowerment
andteamwork
Failure to continually improve
 Productivity and TQM
Traditional view:
Quality cannot be improved without
significant losses in productivity.
TQM view:
Improved quality leads to improved
productivity.