Presentation by Jimshad Rahman.P.

K Roll No: 1007

To be successful, TQM has to impact on organisational performance, measured on a balanced scorecard, which includes customer results. This can be achieved through good planning and improvements in processes through the involvement of our people. These 4Ps combined with the 4Cs of customer, culture, communication and commitment provides a model for TQM which is equally as applicable in a policing context
Theory by John S. Oakland

The new framework for Total Quality Management

Planning

Culture
Performa nce

Communication

process

People

Commitment

 This shows how Performance may be improved through

better Planning, and the management of People and the Processes in which they work. These four Ps are the keys to delivering quality products and services to customers, and form a structure of hard management necessities for the new simple TQM model. The core of this new model needs to be surrounded by Commitment to quality and meeting the customer requirements, Communication of the quality message, and recognition of the need to change the Culture of most organisations to achieve total quality. These are the soft foundations which must encase the hard necessities of planning, people and processes

 Planning the development and deployment of policies

and strategies; setting up appropriate partnerships and resources; and designing in quality. Performance establishing a performance measure framework a balanced scorecard for the organization; carrying out self-assessment, audits, reviews and benchmarking. Processes understanding, management, design and redesign; quality management systems; continuous improvement. People managing the human resources; culture change; teamwork; communications; innovation and learning.

Thank you