DAVAO DE ORO STATE COLLEGE- MONTEVISTA BRANCH

Entrepreneurship Department

TOTAL
QUALITY
MANAGEMENT
BC 201 | OPERATIONS MANAGEMENT
TOTAL QUALITY MANAGEMENT (TQM)
Seeks to integrate all organizational functions,
such as marketing, finance, design,
engineering, production, customer service, etc.
to focus on meeting customer needs and
organizational objectives
Total = Made up of the whole
Quality = Degree of excellence of
product/service provider
Management = Art of handling, controlling
& directing
TOTAL QUALITY MANAGEMENT (TQM)
A customer-driven process and goals for
continuous improvement of business
operations. It ensures that all related work
(in particular the work of the employees) is
directed towards the common objectives
of improving the quality of the product or
the quality of the service, as well as the
production or execution process of the
services. However, the focus is on
evidence-based decision-making, with the
use of performance measures to monitor
progress (Deming).
Elements of TQM RECOG-
NITION

COMMUNI-
TQM is a synergic TEAMWORK CA

application of variety of
activities. For the successful
implementation of TQM, an ELEMENTS LEADERSHIP
organization must TRAINING
OF TQM

concentrate on the eight (8)

key elements which are
divided into four (4) groups ETHICS TRUST
according to their function.
INTEGRITY
 QUALITY LEADERSHIP
The administration is responsible for the selection of the right people, the creation of
teams, providing various resources, and configuring the system as required within
the organization.

SINCERE GREAT
INTEGRITY COMMUNICATION LOYALTY
ENTHUSIASM
SKILLS

DECISIVENESS MANAGERIAL
EMPOWERMENT
COMPETENCE
 VISION

COURAGE

INTEGRITY

HUMILITY
STRATEGIC
PLANNING
ROLES OF FOCUS
QUALITY
LEADERS COOPERATION
 Advantages of TQM

COST CUSTOMER
REDUCTION SATISFACTION

DEFECT
REDUCTION MORALE
Implementation Steps of TQM

Commitment from employees

Quality improvement culture

Continuous improvement in
process

Cooperation from employees

Focus on customer requirements

Effectivehow
Consider control canaffect
changes be laid down
your clients
Pillars of TQM
PRODUCT

PROCESS

SYSTEM

PEOPLE

LEADERSHIP
 Obstacles to Implementing TQM

LACK OF INABILITY TO CHANGE

IMPROPER
MANAGEMENT ORGANIZATIONAL
PLANNING
COMMITMENT CULTURE
 Obstacles to Implementing TQM

INEFFECTIVE PAYING INADEQUATE

LACK OF
MEASUREMENT ATTENITION TO
CONTINUOUS
TECHNIQUES & LACK OF INTERNAL &
TRAINING &
ACCESS TO DATA & EXTERNAL
EDUCATION
RESULTS CUSTOMERS
 Quality Council:
Core Values and Vision

1. The Quality Council is made up of the CEOs and

senior managers of research, manufacturing,
finance, sales, marketing, etc. as well as a
coordinator and a union representative.

2. The Coordinator position must be a brilliant junior

person with executive potential:

A. Establish trust, propose the needs of the team to

the board, share the expectations of the board and
inform the board about the progress of the team.
B. Ensure the teams are trained and know their
responsibilities.
 Quality Council:
Core Values and Vision
3. Activities:
A. To assist the team leaders.
B. To share lessons learned among teams.
C. To have regular leader’s meetings.

4. The Quality Council develops, with the

participation of all the manpower, the fundamental
values, the vision & mission statement, and the
declaration of the quality policy. It develops a long-
term strategic plan with objectives and an annual
quality improvement plan with objectives. It creates
the total education and training plan.
 Quality Council:
Core Values and Vision
5. The Council determines and keeps a continuous
track of the cost of having poor quality.

6. The Council must continuously identify projects

that improve processes, especially those that affect
the satisfaction of internal and external clients.

7. Once the TQM program is well-established, a

typical meeting program may include the following:
Team Progress Report; Customer Satisfaction
Report; Status of Team Meetings; Recognition
Dinner; Benchmarking
Quality statements are part of the
strategic planning and development
process. Once developed, reviewed, and
updated, time and strategy are key
elements of quality consulting.

VISION STATEMENT

MISSION STATEMENT

QUALITY POLICY STATEMENT

123 Anywhere St., Any City
 VISION STATEMENT
A short declaration of an
organization; it’s about what
they expect from tomorrow. It
is a description of the future
expected in the mission
statement of organization.
Successful visions are
timeless, inspirational, highly
motivational and become
deeply shared within the
organization.
MISSION STATEMENT QUALITY POLICY
STATEMENT
Sets the short-term
The Quality Policy is a
goal for the
guide for all members of
organization. It’s about
the organization on how
what an organization
they should provide
is. It answer many
products and services to
types of questions
customers. It typically
such as “who we are,
describes the business
who our customers
and its commitment to
are, what we do and
quality.
how we do it”
THANK YOU FOR
LISTENING !