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o Chartered Quality Professional o Continuing professional development o Code of conduct o FAQs o Become a consultant • Community o Branches o Special Interest Groups (SIGs) o Standards Development Group o World Quality Day o CQI Events o External Events o Online communities • The CQI o About us o CQI boards o Policies o Press and media o How to find us o Contact the CQI o How to make a complaint o Partnerships Home>Knowledge Hub>Tools and resources>Factsheets>Total quality management (TQM) • What is quality? • Research and reports • Tools and resources o Journal of Quality o The Quality Survival Guide o Small business standard o Factsheets  Introduction to quality  Selecting a certification body  Total quality management (TQM)  Quality awards  Integrated management systems  Continual improvement • Body of Quality Knowledge • Qualityworld • QW Express • Find a consultant • Find an auditor • Careers • Find a job .

meet customer requirements and strive to exceed customer expectations • leadership . What TQM is not TQM is not a system. tools and processes are employed to achieve the various principles of TQM. without compromising ethical values. attitude and culture. The principles of quality management: There are eight principles of quality management: • customer-focused organisation .organisations depend on their customers and therefore should understand current and future customer needs. TQM applies to every activity in the organisation. based on the participation of an organisation's people and aiming at long term success (ISO 8402:1994). for example Deming. Also. unlike ISO 9000. unlike an ISO 9000 initiative which may be limited to the processes producing deliverable products. TQM is a philosophy for managing an organisation in a way which enables it to meet stakeholder needs and expectations efficiently and effectively. Feigenbaum. They create the environment in which people can become fully involved in achieving the organisation's objectives . processes and people to ensure that the right things are done right first time. Juran. What is the TQM philosophy? There are several ways of expressing this philosophy. TQM covers the soft issues such as ethics. a tool or even a process. Crosby. This is achieved through customer satisfaction and benefits all members of the organisation and society. behaviour and hence results for the better. organisations. The wisdom of these gurus has been distilled into eight principles defined in ISO 9000:2000. There are also several gurus whose influence on management thought in this area has been considerable. direction and the internal environment of the organisation. Ishikawa and Imai. TQM is a way of thinking about goals. Therefore.leaders establish unity of purpose. What does TQM cover? The total in TQM applies to the whole organisation. Total quality management (TQM) Total quality management is a management approach centred on quality. In other words. Systems. This thought process can change attitudes.

waste and friction • build teams.a desired result is achieved more efficiently when related resources and activities are managed as a process • system approach to management . processes and practice. • involvement of people . opened its mind and embraced the philosophy. understanding and managing a system of interrelated processes for a given objective contributes to the effectiveness and efficiency of the organisation • continual improvement .people at all levels are the essence of an organisation and their full involvement enables their abilities to be used for the organisation's benefit • process approach . Why should a company adopt TQM? Adopting the TQM philosophy will: • make an organisation more competitive • establish a new culture which will enable growth and longevity • provide a working environment in which everyone can succeed • reduce stress.continual improvement is a permanent objective of an organisation • factual approach to decision making . The quality award criteria offers measures of performance rather than a methodology.mutually beneficial relationships between the organisation and its suppliers enhance the ability of both organisations to create value How does TQM differ from the EQA model? The European Quality Award model is used to assess business excellence. Business excellence is the result of adopting a TQM philosophy and realigning the organisation towards satisfying all stakeholders (customers. or a tool to improve worker performance. owners. partnerships and co-operation When should a company adopt TQM? TQM can be adopted at any time after executive management has seen the error of its ways.identifying. These changes will be more easily facilitated and sustained if there is a formal management system in place.effective decisions are based on the logical and intuitive analysis of data and information • mutually beneficial supplier relationships . shareholders. suppliers. It cannot be attempted if management perceives it as a quick fix. Such a system will provide many of the facts on which to base change and will also enable changes to be implemented more systematically and permanently. How should a company adopt TQM? Before TQM is even contemplated TQM will force change in culture. . employees and society).

Taguchi. a company must answer some fundamental questions: • what is its purpose as a business? • what is its vision for the business? • what is its mission? • what are the factors upon which achievement of its mission depends? • what are its values? • what are its objectives? A good way to accomplish this is to take top management off site for a day or two for a brainstorming session. there is no single methodology. Pitfalls . audits and SPC. only a bundle of tools and techniques. The teachings of Deming. Oakland etc can all help an organisation realign itself and embrace the TQM philosophy. Until management shares the same answers to these questions and has communicated them to the workforce there can be no guarantee that the changes made will propel the organisation in the right direction. Imai. Methodology There are a number of approaches to take towards adopting the TQM philosophy. However. Juran.The first steps In order to focus all efforts in any TQM initiative and to yield permanent benefits. Any number of techniques can be used for this including self- assessment. Ishikawa. Examples of tools include: • flowcharting • statistical process control (SPC) • Pareto analysis • cause and effect diagrams • employee and customer surveys Examples of techniques include: • benchmarking • cost of quality • quality function deployment • failure mode effects analysis • design of experiments Measurements After using the tools and techniques an organisation needs to establish the degree of improvement.

• Digg • De..TQM initiatives have been prone to failure because of common mistakes..licio.us • Facebook • Ma.gnolia • Yahoo! My Web • Google Bookmarks • Reddit • Technorati • Stumbleupon • What do these links mean? • Knowledge Hub o What is quality? o Research and reports . or register if you have not done so already Log in Join Register See Also Total quality Print page Add to Favorites Save to. These include: • allowing external forces and events to drive a TQM initiative • an overwhelming desire for quality awards and certificates • organising and perceiving TQM activities as separate from day-to-day work responsibilities • treating TQM as an add-on with little attention given to the required changes in organisation and culture • senior management underestimating the necessary commitment to TQM Search The CQI Courses Events Chartered Quality Institute Please log in to see your personalised content.

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1.0 Web design and web development by Netcel The School for Champions is an educational website that shows you how to achieve your dreams. All Rights Reserved v1. confidence and success Search Site TQM topics Basic principles Basic Principles of Total Quality Management Everyone is Not a Customer in TQM Techniques to get good work and supplies Getting Quality Goods From Your Suppliers Case Study of Empowering Civil Servant Secretaries Tools to reduce waste and failures Inspection Methods to Fulfill Quality Requirements . Where you gain knowledge.0. o Contact the CQI o How to make a complaint o Partnerships • Contact the CQI • Accessibility • Privacy Policy • Sitemap Incorporated by Royal Charter and registered as a charity number 259678 © 2011 the CQI.

internal. supervisor.Improve Your Business with Total Quality Management (TQM). supplier.Prevent Mistakes with Poka-Yoke Variability Reduction in Manufacturing Techniques to get more business Satisfy Your Customers to Increase Business and Reduce Losses Dealing with Customer Complaints Applications Quality in the Restaurant Business Applying TQM in a Church Using TQM for Competitive Advantage in Business . Ron Kurtus. Air Force Systems Command Air Force Weapons Lab TQM Continuous Improvement Plan TQM in the Strategic Defense Initiative Organization (SDIO) U. customer. just-in-time. continuous improvement. variability reduction. School for Champions.S.Competition section Presentations and reports TQM Plan for Martin Marietta Electronics and Missile Group GE Astro Space Engineering Process Improvement Quality Improvement Report for the State of Wisconsin TQM in U. user. requirements. Copyright © Restrictions . Air Force Space Systems Division Total Quality Booklet Three Phase Approach to TQM in the Air Force's SDI Programs Strategic Defense Initiative TQM Newsletters Also see Weekly Feedback Blog TQM Survey Results Succeed with ISO 9000 Succeed in Business Advance in Your Career SfC Home > Business > ISO 9000 > TQM > Explanation of Basic Principles of Total Quality Management . external. worker.S. Also satisfy philosophy. doing business.

There is a mini-quiz near the end of the lesson. but they also give extra service to make their customers feel important and valued. and reduced complaints and service expenses. although the person who pays gets priority. that person can be thought of as an internal customer. then both the user and customer must be satisfied. satisfy the supplier. Questions you may have include: • How do you satisfy the customer? • Why should you satisfy the supplier? • What is continuous improvement? This lesson will answer those questions. Customers want to get their money's worth from a product or service they purchase. and continuously improve the business processes. A worker should have the mind-set of satisfying internal customers in order to keep his or her job and to get a raise or promotion. Each worker must . Some top companies not only provide quality products. Company philosophy A company that seeks to satisfy the customer by providing them value for what they buy and the quality they expect will get more repeat business. a worker provides a product or service to his or her supervisors. there is a chain of customers. Internal customers Within a company. -each improving a product and passing it along until it is finally sold to the external customer. referral business. Chain of customers Often in a company. Satisfy the customer The first and major TQM principle is to satisfy the customer--the person who pays for the product or service.Basic Principles of Total Quality Management (TQM) by Ron Kurtus (28 May 2001) The basic principles for the Total Quality Management (TQM) philosophy of doing business are to satisfy the customer. If the person has any influence on the wages the worker receives. Users If the user of the product is different than the purchaser.

An effective supervisor with a good team of workers will certainly satisfy his or her internal customers. This not only takes the burden off the supervisor. so it is very necessary to strive to keep ahead of the game. Working smarter. the competition is improving. This means to allow them to make decisions on things that they can control. Continuous improvement The third principle of TQM is continuous improvement. not harder Some companies have tried to improve by making employees work harder. External suppliers A company must look to satisfy their external suppliers by providing them with clear instructions and requirements and then paying them fairly and on time. It is only in the company's best interest that its suppliers provide it with quality goods or services. The supervisor must also reward the workers with praise and good pay. if the company hopes to provide quality goods or services to its external customers. trying to increase worker output on a defective machine may result in more defective parts. You can never be satisfied with the method used. the tools they need to do their job and good working conditions. Satisfy the supplier A second TQM principle is to satisfy the supplier. For example. which is the person or organization from whom you are purchasing goods or services. This may be counter-productive. Internal suppliers A supervisor must try to keep his or her workers happy and productive by providing good task instructions. Get better work The reason to do this is to get more productivity out of the workers. as well as to keep the good workers.not only seek to satisfy the immediate internal customer. Empower workers One area of satisfying the internal suppler is by empowering the workers. but it also motivates these internal suppliers to do better work. especially if the process itself is flawed. but he or she must look up the chain to try to satisfy the ultimate customer. Certainly. . because there always can be improvements.

These must be removed. Often the process has bottlenecks that are the real cause of the problem. and to continuously improve processes by working smarter and using special quality methods. Answers to Readers' Questions Organize your business and life on quality principles Resources The following are some resources on this topic.Examining the source of problems and delays and then improving them is what is needed. variability reduction. such as just-in-time production. Web sites TQM Resources Books Top-rated books on Total Quality Top-rated books on Business Quality Top-rated books on Six Sigma . and poka-yoke that can improve processes and reduce waste. to satisfy your external and internal suppliers. Worker suggestions Workers are often a source of continuous improvements. They can provide suggestions on how to improve a process and eliminate waste or unnecessary work. Summary The principles of Total Quality Management are to seek to satisfy the external customer with quality goods and services. Quality methods There are also many quality methods. as well as your company internal customers.

or opinions on this subject? If so. If business is good. Mini-quiz to check your understanding 1. because they charge enough the way it is Yes. because you can later refuse to pay them Yes.95. The Kindle version is available for $6. You can purchase the book through Amazon. Become a School for Champions Fan on Facebook. you had better look over the material again. . because it is in your best interests 3. You can also get a PDF e-book version for only $6. because the higher the profit on a sale. send an email with your feedback.Tricks for Good Grades is now available as a book. comments. Should you help your suppliers to produce quality parts? No. the better Yes. Log in and click on the Become a Fan button. If you had problems. What do you think? Do you have any questions. the customer feels important and may give repeat business Only if the customer is a close friend 2.95.25. you are on your way to becoming a Champion in Total Quality. We will try to get back to you as soon as possible. what should you do? Continue to improve your methods Raise your prices Don't screw up a good thing If you got all three correct. Should extra service be provided if it cuts into profits? No.com for $15.

If you see an injustice and feel strongly about the situation. you can champion it and work to solve the problem. Where are you now? School for Champions Total Quality Management (TQM) topics Basic Principles of TQM Champion a worthy cause Help others in need. let us know about it. Live Your Life as a Champion: Take care of your health Seek knowledge and gain skills Do excellent work Be valuable to others Have utmost character Be a Champion! . Students and researchers The Web address of this page is: www.htm. Please include it as a reference in your report. document.school-for-champions.com/tqm/principles. or thesis. Or use our form to send this link to yourself or a friend. If you know of some charities or causes that need help.Share link Feel free to establish a link from your website to pages in this site.

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