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Concepts of TQM

Concepts of TQM

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Published by Rajesh
Concepts of TQM: Philosophy of TQM, Customer focus, Organization, Top
management commitment, Team work, Quality philosophies of Deming, Crossby and
Concepts of TQM: Philosophy of TQM, Customer focus, Organization, Top
management commitment, Team work, Quality philosophies of Deming, Crossby and

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Published by: Rajesh on Aug 20, 2013
Copyright:Attribution Non-commercial


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Unit 2Concepts of TQM: Philosophy of TQM, Customer focus, Organization, Top managementcommitment, Team work, Quality philosophies of Deming, Crosby and Muller.What is Total Quality Management?TQM is a management philosophy, a paradigm, a continuous improvement approach to doing business through a new management model. The TQM philosophy evolved from the continuousimprovement philosophy with a focus on qualityas the main dimension of business. Under TQM,emphasizing the quality of the product or service predominates. TQM expands beyond statistical process control to embrace a wider scope of management activities of how we manage peopleand organizations by focusing on the entire process, not just simple measurements.TQM is a comprehensive management system which:
Focuses on meeting owners’/customers’ needs by providing quality services at a cost that provides value to the owners/customers
Is driven by the quest for continuous improvement in all operations
Recognizes that everyone in the organization has owners/customers who are either internal or external
Views an organization as an internal system with a common aim rather than as individualdepartments acting to maximize their own performances
Focuses on the way tasks are accomplished rather than simply what tasks areaccomplished
Emphasizes teamwork and a high level of participation by all employeesTQM beliefsPresented here are universal total quality management beliefs.Owner/customer satisfaction is the measure of qualityEveryone has owners/customers; everyone is an owner/customer Quality improvement must be continuousAnalyzing the processes used to create products and services is key to qualityimprovementMeasurement, a skilled use of analytical tools, and employee involvement are critical
sources of quality improvement ideas and innovationsSustained total quality management is not possible without active, visible, consistent,and enabling leadership by managers at all levelsIf we do not continuously improve the quality of products and services that we provideour owners/customers, someone else willThe characteristics that are common to companies that successfully implement TQM in their daily operations are listed here.Strive for owner/customer satisfaction and employee satisfactionStrive for accident-free jobsitesRecognize that the owner/customer provides the revenue while the employees areresponsible for the profitRecognize the need for measurement and fact-based decision makingArrange for employees to become involved in helping the company improveTrain extensivelyWork hard at improving communication inside and outside the companyUse teams of employees to improve processesPlace a strong emphasis on the right kind of leadership, and provide supervisors with asignificant amount of leadership trainingInvolve subcontractors and suppliers, requiring them to adopt TQMStrive for continuous improvementThe mission statement answers the following questions: who we are, who are the customers,what we do, and how we do it.The vision statement is a declaration of what an organization should look like five to ten years ina future.
 Table: Definitions of quality

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