Total Quality Management Approach

Quality = features and attributes

= absence of deficiencies

People committed to employ organizational resources to

provide value to the customer by doing the right things, right at
the first time, every time.
management approach to longterm success through customer
satisfaction.
US Navy in 1984,to improve the operational effectiveness.
Philip B Crosby, W Edwards Deming, Joseph M Juran
all members of an organization participate in improving
processes, products, services, and the culture in which they
work.

Total Quality Management

Approach

Depends on feedback system

Performance superiority in delighting customers

Significance of TQM
The importance of TQM lies in the fact that it
encourages innovation, makes the organization
adaptable to change, motivates people for better
quality, and integrates the business arising out of a
common purpose and all these provide the
organization with a valuable and distinctive
competitive edge.

Key Elements
TQM has been coined to describe a
philosophy
that makes quality the driving
force behind leadership, design,
planning, and improvement initiatives.
For this, TQM requires the help of those
eight key elements. These elements can
be divided into four groups according to
their function. The groups are:
I. Foundation It includes: Ethics,
Integrity and Trust.
II. Building Bricks It includes: Training,
Teamwork and Leadership.
III. Binding Mortar It includes:

Reasons for FAILURE

TQM fails because:
Top management sees no reason for change.
Top management is not concerned for its staff.
Top management is not committed to the TQM programme.
The company loses interest in the programme after six
months.

The workforce and the management do not agree on

what needs to happen.
Urgent problems intervene.
TQM is imposed on the workforce, which does not
inwardly accept it.
No performance measure or targets are set, so progress
cannot be measured.
Processes are not analyzed, systems are weak and
procedures are not written down.