SRI SATHYA SAI INSTITUTE OF HIGHER LEARNING

MBAG 303 (T): MANAGEMENT OF QUALITY (Theory)

ELEMENTS OF TQM

Dr. Sanjay Mahalingam

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THE PRINCIPLES OF TQM

Customer Focus
Continuous Improvement
Total Employee Involvement
Top Management Commitment
Process Orientation
System Approach
Data Driven Approach
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THE 8 ELEMENTS OF TQM
-That make its practice possible

Foundation Binding Mortar

1. Ethics 7. Communication
2. Integrity
3. Trust Roof

Bricks 8. Recognition

4. Training
5. Teamwork
6. Leadership
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TOTAL QUALITY MANAGEMENT

A management system for a customer-focused organization that involves all

employees in continual improvement

A continuous effort by the management as well as employees of a particular

organization to ensure long term customer loyalty and customer satisfaction.

Total quality is the unyielding and continually improving effort by everyone in an

organization to understand, meet and exceed the expectation of the customers.

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TOTAL QUALITY MANAGEMENT

Total Quality (TQ) is a people-focused management system that aims at continual

increase in customer satisfaction at continually lower real cost. TQ is a total system
approach (not a spate program or area) and an integral part of high level strategy; it
works across functions and departments, involves all employees, top to bottom,
and extends backward and forward to include the supply chain and the customer
chain. TQ stresses learning and adaptation to continual change as key to
organizational success. TQ is anchored in values that stress the dignity of the
individual and the power of collective action.

Total Quality Management (TQM) is a management technique based on the idea

that all “employees continuously improve their ability to provide on-demand
products and services that customers will find of particular value.
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 TOPIC Quality Assurance Total Quality

Quality is viewed as A technological problem A business problem

Industries Manufacturing All industries, manufacturing, service, government, etc., whether for
profit or not

Customer Clients who buy the products All who are affected, external and internal

Processes Processes directly related to manufacture All process manufacturing

of goods support; business, etc.

Cost of poor quality Costs associated with deficient Manufactured Goods All costs that would disappear if everything were perfect

Products Manufactured goods All products, goods, and services, whether for sale or not

Evaluation of quality is based Conformance to factory specifications, Responsiveness to

mainly on procedures, standards customer needs

Coordination is by The quality manager A quality council of

upper managers

Training in managing for Concentrated in the quality department Companywide

quality is 7