Total Quality Management

TQM is a philosophy that makes quality values

the driving force behind leadership, design,
planning and improvements initiatives

TQM means managing the entire organization

so that it excels in all dimensions of product
and services that are important to customer

Elements
• Customer satisfaction
• Employee involvement
• Continuous improvement
Total Quality Management

Employee
Involvement

Customer
Satisfaction

Continuous
Improvement
 Total Quality Management

Customer Satisfaction

• Conformance to Specification

• Value of Product

• Fitness for Use

• Product Support

• Physiological Impression
 Total Quality Management

Employee Involvement

• Individual development

• Team

• Problem solving team

• Special purpose team

• Self-managing team

• Awards & Incentives

 Total Quality Management
Continuous Improvement

Philosophy of continually seeking ways to improve operations

• Kaizen
Plan

• Problem solving

Action Do

Deming wheel

Check
Total Quality Management

Cost of Poor Quality

• Prevention cost

• Appraisal cost

• Internal Failure cost

• External Failure cost

Improving Quality through TQM

Employee
Involvement

Customer
Satisfaction

Continuous
Improvement

Quality Function
Deployment