19EME349:

TOTAL QUALITY MANAGEMENT

TH
(8 SEM-CSE-2020-21 BATCH)
On a whole/Entire ?????????? Seeing that the
thing happen

GOAL`s OF TQM
1. Reduction in rejection (increasing defect free
products)
2. Total client satisfaction (through quality and
services)
3. Continuous improvement (in process, system,
people, suppliers, partners, products).
By getting good food By getting not good food
Simply: Reaching customer expectations

Case 1:
1. Do not pay for food
2. Do not accept spoiled
food

COMMON THING IS
NOT ACCEPTING
SPOILED FOOD, DUE TO
SOME EXPECTATIONS

Case 2:
1. Do pay for food
2. Do not accept spoiled food
 WHAT IS QUALITY ? (Reaching customer satisfaction)

WHAT ARE CUSTOMER EXPECTATIONS ?

1. Giving customers what they exactly

2. Giving it every time they ask for it.
3. Nothing should be less, nor nothing should be higher than expected
(QUANTITY)
4. Acceptable expectation is minimum 99%

WHY QUALITY NEEDED ?

To with stand Competition.
To attract Changing customer (new customers)
To Have shift from low volume to high price to high
volume
Definitions of Quality
Quality means different to different people:

1. Customer-Based: Fitness for use, meeting customer expectations.

2. Manufacturing-Based: Conforming to design, specifications, or

requirements. Having no defects.

3. Product-Based: The product has something that other similar

products do not that adds value.

4. Value-Based: The product is the best combination of price and

features.

5. Transcendent: It is not clear what it is, but it is something good...

Everyone defines Quality based on their own perspective (Perfection,
Consistency, Eliminating waste, Speed of delivery, Compliance
with policies and procedures, Doing it right the first time,
Delighting or pleasing customers, Total customer satisfaction and
service etc)
 TOTAL QUALITY MANGEMENT (TQM)

Degree of excellence of a Capability (Art, Science

Made up of whole/
or profession) for
Everyone responsible product or a service/Meeting
the customer satisfaction/ achieving goal/ Cycle
for quality
Freedom from deficiencies of PDCA (Plan-Do it-
Control-Act)

TQM is
“Capability of achieving excellence in providing a product or
service as a whole” or in other words
“TQM is the art of managing the whole to achieve excellence”
or in other words
“TQM is business managemen startegy aimed at embedding
awareness of quality in all processes of an organization” or in
other words
TQM is the art of managing the whole to achieve excellence.
https://www.youtube.com/watch?v=yWlAOFs04go
 BELIEF`s OF TQM

BENEFITS OF TQM
Principles of TQM
1. Produce quality work the first and every time
2. Focus on the customer
3. Having a strategic approach to improvement and its continuity.
4. Encouraging teamwork and mutual respect

Disadvantages of TQM
1. Initial introduction cost
2. Benefits may not be seen for several years
3. Orders may be resistant to change
COMPARISON BETWEEN BEFORE TQM (Traditional
approach) and AFTER TQM