TQM

TOTAL
QUALITY
MANAGEMENT
 TQM
Total quality management is a systemic approach to
productivity improvement using qualitative and
quantitative methods and involving all stakeholders to
continuously improve the quality of all products and
services.
TQM
 TQM IS PURE PRAGMATISM
(HUTCHINS, ACHIEVE TOTAL QUALITY,1992)

 TQM IS NOT A DESTINATION BUT A JOURNEY

TOWARDS IMPROVEMENT
(HUNT, MANAGING FOR QUALITY,1991)
TQM
 IS THE SET OF MANAGEMENT PROCESSES
AND SYSTEMS THAT CREATE DELIGHTED
CUSTOMERS THROUGH EMPOWERED
EMPLOYEES, LEADING TO HIGHER REVENUES
& LOWER COST

THE JURAN INSTITUTE, Inc.

TQM
Itis the process of individual &
organizational development the
purpose of which is to increase
the level of satisfaction of all the
stakeholders

PIKE, R J BARNES
WHY TQM?
B/C IT IS FOR BENEFIT OF ALL
STAKEHOLDERS

 INTERNAL SATKEHOLDER

 EXTERNAL STAKEHOLDER
COMPONENTS OF TQM

1. PRICE REDUCTION
2. CUSTOMER SATISFACTION
3. INVOLVEMENT OF EVERYONE
4. CONTINUOUS QUALITY IMPROVEMENT
5. LEADERSHIP
COMPONENTS OF TQM
(ROVER GROUP)
PRICE REDUCTION
 COST AN ESSENTIAL ELEMENT OF TQM
 CROSBY PHILOSPHY

QUALITY IS FREE
QLTY IS THE RIGHT OF CUSTOMER
WHO DETERMINES QUALITY?
THE CUSTOMER
If the customer does not perceive you as
offering quality service you are not.
 CUSTOMER
FOCUS

CUSTMER IS GOD
(CHINESE SAYING)
PERCEPTION

IS

TRUTH
INVOLVEMENT OF EVERYONE
CONTINUOUS IMPROVEMENT
 Improve each and everyday - Do not focus on
problems, focus on improvements.

 IF YOU’RE NOT PART OF THE SOLUTION, YOU’RE

PART OF THE PROBLEM.
CONTINUOUS IMPROVEMENT
 Customers are not interested in excuses, they’re
interested in results.
 Be proactive - because if you don’t someone else
will.
 Ishikawa Says The organization which does not
make a change in the 06 months is a dead
organizations
CONTINUOUS IMPROVEMENT
 KAIZEN JAPANESE SYNONYM FOR CQI

 THE FAMOUS HADITH “HE WAS DESTROYED

WHOSE PAST WAS NOT BETTER THAN HIS
YESTERDAY”
LEADERSHIP
 NO EFFORT FOR QUALITY IMPROVEMENT
CAN SUCCEED WITHOUT COMMITMENT OF
TOP MANAGEMENT
LEADERSHIP

A NATION WITHOUT
LEADERSHIP IS THE HERD
OF SWINE
EINSTEIN