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TQM Notes

Total Quality Management (TQM) is a management approach focused on long-term success through customer satisfaction, emphasizing continuous improvement and employee involvement. Key principles include customer focus, process orientation, and fact-based decision making, supported by tools like the PDCA cycle and Six Sigma. Benefits of TQM encompass improved customer satisfaction, reduced costs, and enhanced productivity.

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24 views2 pages

TQM Notes

Total Quality Management (TQM) is a management approach focused on long-term success through customer satisfaction, emphasizing continuous improvement and employee involvement. Key principles include customer focus, process orientation, and fact-based decision making, supported by tools like the PDCA cycle and Six Sigma. Benefits of TQM encompass improved customer satisfaction, reduced costs, and enhanced productivity.

Uploaded by

ankurmishralauda
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Total Quality Management (TQM) – Notes

Definition
TQM is a management approach aimed at long-term success through customer satisfaction. It
involves continuous improvement, participation of all employees, and focus on quality in every
process.

Core Principles of TQM


• Customer Focus – Customer is the final judge of quality.
• Continuous Improvement (Kaizen) – Ongoing efforts to improve processes.
• Employee Involvement – Quality is everyone’s responsibility.
• Process-Oriented – Focus on process improvement, not just output.
• Integrated System – Quality across all departments.
• Fact-Based Decision Making – Use data & analysis for decisions.
• Strategic Approach – Quality as a part of organizational strategy.

Key Elements
• Leadership commitment
• Training & education
• Teamwork (quality circles)
• Customer focus & feedback
• Supplier partnership

TQM Tools
• PDCA Cycle (Plan–Do–Check–Act)
• Six Sigma
• Benchmarking
• Fishbone Diagram (Cause & Effect)
• Pareto Chart (80/20 rule)
• Checklists & Flowcharts
• Control Charts

Deming’s 14 Points (Simplified)


1 Constancy of purpose
2 Adopt new philosophy
3 Reduce inspection dependence
4 Improve continuously
5 Train employees
6 Leadership, not supervision
7 Drive out fear
8 Break barriers between departments
9 Stop slogans/targets
10 Improve pride in workmanship
11 Training & education
12 Encourage teamwork
13 Action for transformation

Benefits of TQM
• Improved customer satisfaction
• Reduced costs & wastage
• Better employee morale
• Higher productivity & efficiency
• Competitive advantage

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