TOTAL QUALITY MANAGEMENT

(TQM)
ORGANIZATION QUALITY
+
PROCESS QUALITY
+
PEOPLE QUALITY
=
TQM
TQM :- TQM is a management
of quality, totally and fully in
all respects, small areas and all
activities of organization, right
from top to bottom, TQM
provides the overall concept
that fosters continuos
improvement in organization. It
focuses primarily on total
satisfaction of both internal
and external customers.
TOTAL  Everyone associated with the
company to involve in
continuos improvement
including customers and
suppliers.

QUALITY • Customer stated and

implied requirement are
fully met.
MANAGEMENT • Executives are fully
committed.
 FOUR PILLERS OF TQM

Satisfying Improveme
Customers nt tools
Systems /
People
Process
Satisfying customers :
Aim of TQM is not only to meet the
needs of the customers, but also about
customer satisfaction. (Satisfying
implied needs). This also includes the
internal customers as without
satisfying them, achieving satisfaction
of external customers will be difficult.
Systems / Process :
Establishing a system is basic building
block of quality management. Within
this system having the right processes
will ensure production of error free or
defect free products. The more robust
the process, the less will be the
possibility of defect occurring.
People :

People are the most important

asset of the organization, No
organization can succeed without
the whole hearted involvement of
the people in the various aspects
of the organization
Components Of TQM

 Put customers first

 Make continuous Improvement
 Aim for Zero defects
 Training and development
Tools Of TQM
 TQM Tools help organization to identify,
analyze and assess qualitative and
quantitative data that is relevant to their
business.
 These tools can identify procedures, ideas,

statistics, cause and effect concerns and

other issues relevant to their organization.
Various Tools OF TQM
 Pie Charts and Bar Graphs
 Histograms
 Run Chart
 Pareto Charts
 Force field Analysis
 Fishbone Diagrams
 Focus Groups
 Brainstorming and affinity Diagrams
 Tree Diagram
 Flow Chart and Modelling Diagrams
 Scatter Diagram
 Relation Diagram
 PDCA
Implementation Of TQM
Steps in implementing TQM
1 Obtain CEO Commitment
2 Educate Upper-Level Management
3 Create Steering Committee
4 Outline the Vision Statement, Mission
Statement,& Guiding Principles
5 Prepare a Flow Diagram of Company
Processes
6 Focus on the Owner/Customer (External) &
Surveys
7 Consider the Employee as an Internal
Owner/customer
8 Provide a Quality Training Program
9 Establish Quality Improvement Teams
10 Implement Process Improvements
11 Use the Tools of TQM
12 Know the Benefits of TQM