By: Gurwinder Kaur

Total Quality
Management(TQM)
• TQM is known as customer Driven Quality management.
• It is a philosophy that focuses not only on customers , but also on
work processes and continuous learning.
• TQM is a process that recognize the need to determine the
customer’s requirement.
• Total quality is the goal and continuous improvement is mean to
achieve that goal.
• It focuses primarily on total satisfaction for both the internal and
external customers , with in a management environment that seeks
involving everyone and everything.
• Total: Quality involves everyone and all
activities in the company.
• Quality: Conformance to requirements(Meeting
customer requirement)
• Management: Quality can and must be
managed (Manage men tactfully who are
responsible for all the functions that lead to total
quality )
TQM is defined as a process for managing
quality; it must be a continuous way of
life ;a philosophy of perpetual
improvement in everything we do.
 ISO 8402:1994
TQM is a philosophy for managing an
organization in a way which enables it to
meet stakeholder needs and expectations
efficiently and effectively,without
compromising ethical values.
 TQM as a foundation
TQM is the foundation for activities which include:
 Meeting customer requirement
 Reducing Development cycle time
 Just-in-time
 Improvement teams
 Reducing product and service costs
 Improving Administrative Systems training.
 Principles of TQM
The principles of TQM are as follows:
 Quality can and must be managed
 Everyone has a customer and is a supplier
 Processes , not people are the problem.
 Every employee is responsible for quality
 Problems must be prevented not just fixed
 Quality must be measured
 Quality improvement must be continuous
 The quality standards is defect free
 Goals are based on requirements, not negotiated
 Management must be involved and lead
 TQM steps
The ten steps to TQM are as follows:
 Pursue new strategic thinking
 Know your customer
 Set true customer requirements
 Concentrate on prevention , not correction
 Reduce chronic waste
 Pursue a continuous improvement strategy
 Use structured methodology for process improvement
 Reduce variation
 Use a balanced approach
 Apply to all functions
Six Sigma is a letter in the Greek alphabet
used to denote the standard deviation of a
process (standard deviation measures the
variation or amount of spread about the
process mean).
What does six sigma means?
Six sigma is a process which identifies a defects
and faults with in the working systems and
processes the company. It tries to reduce them
to the minimum. It initiates towards goal
defining , fault finding , performance measuring ,
process controlling etc. in a company.
 The six sigma name was coined by Motorola, inc. and is a federally
registered trademark and service mark of Motorola, inc.
 Under The current definition of six sigma, the term also is used to
refer to a philosophy, goal or methodology to derive out waste,
improve quality, cost and the time performance of any business.
 The greater the number of sigmas, the fewer is the defects.
 The smaller the variation, the lower the cost.
 The best organizations operate at about Three to four sigma,which
translates into about 6200 defects per million.
 In the true environment, defects would be driven down to only 3.4
per million.
 The Methodologies
There are basically two six sigma methodologies:
• For improvement
• For the design of a product, service or process.

Six sigma Improvement and design of product are based on the

foundation of D-M-A-I-C cycle, which is as follows:
Define : Identifying , prioritizing and selecting the right project.
Measure: key product, service or process characteristics , parameters
and performance.
Analyze : By identifying key causes and process determinants.
Improve : By changing the process and optimizing performance.
Control : By holding the gains.
 Six sigma belts
There are four levels in six sigma training and each belt
define expertise in each level:
 Yellow belt
 Green belt
 Black belt
 Master belt
• 1) Yellow Belt (YB) – the lowest level of Six Sigma expertise; applies to
a professional who has a basic working knowledge and who may
manage smaller process impovement projects, but who does not
function as a project or team leader.
• 2) Green Belt (GB) – in many organizations, Six Sigma's "entry level"; a
Six Sigma-trained (and sometimes certified) professional who does not
work on Six Sigma projects exclusively, but whose duties include
leading projects and teams and implementing Six Sigma methodology
at the project level.
• 3) Black Belt (BB) – a Six Sigma-trained professional who has usually
completed an examination and been certified in its methods; all job
duties include implementation of Six Sigma methodology throughout all
levels of the business, leading teams and projects, and providing Six
Sigma training and mentoring to Green and Yellow Belts .
•
• 4) Master Black Belt (MBB) – the highest level of Six Sigma
expertise; all duties involve implementation of Six Sigma, including
statistical analysis, strategic and policy planning and
implementation, and training and mentoring of Black Belts.
Story of Dibbawalas
• A dabbawala literally meaning person with a box, is a
person in the Indian city of Mumbai who is employed in a
unique service industry whose primary business is
collecting the freshly cooked food in lunch boxes from
the residences of the office workers , delivering it to their
respective workplaces and returning back the empty
boxes by using various modes of transport. "Tiffin" is an
old-fashioned English word for a light lunch or afternoon
snack, and sometimes for the box it is carried in. For this
reason, the dabbawalas are sometimes called Tiffin
Wallahs.
• 5000 Dabbawalas
• 200,000 Dabbas
• Six sigma certified
• ISO 2000 certified
• Most are illitrate
• Lecture MBAs
• No strikes for 116 years
• Prince Charle’s friend
• Pride of Marathas
• Icon of hard work
Thank You
Queries ??????