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submitted by:Nisha kadam mba-2 50

Alan graham, & David Walden

TQM is an evolving system of practices, tools and training methods for managing companies to provide customer satisfaction in a rapidly changing world.

Vincent k. omachonu and Joel E. Ross

TQM is the integration of all functions and processes within an organization in order to achieve continuous improvement of the quality of goods and services.

TQM is a way of thinking about goals, organisations, processes and people to ensure that the right things are done right the first time. In other words, TQM is a philosophy for managing an organisation in a way which enables it to meet stakeholder needs and expectations efficiently and effectively, without compromising ethical values.






Inspection involves measuring, examining, and testing products, process and services against specified requirements to determine conformity. In the olden days, inspection was said to be the tool used for checking quality. During the early years of manufacturing, inspection was used to decide whether a workers job or a product met the requirements; therefore, acceptable. It was not done in a systematic way, but worked well when the volume of production was reasonably low. Examples:-Salvage, sorting, grading&corrective actions

In this step, the performance data were collected and statistical techniques were used to keep the process under control. Quality Control was introduced to detect and fix problems along the production line to prevent the production of faulty products. Statistical Quality Control: focuses on product and the detection and control of quality problems; involves testing samples and statistically infers compliance of all products; is carried out at stages through the production process; and relies on trained production personnel and quality control professionals. Examples:-process performance data, self-inspection, product testing, basic quality planning& use of basic statistics.

Quality assurance (QA) refers to the systematic activities implemented in a quality system so that quality requirements for a product or service will be fulfilled. It is the systematic measurement, comparison with a standard, monitoring of processes and an associated feedback loop that confers error prevention. Two principles included in QA are: "Fit for purpose", the product should be suitable for the intended purpose; and "Right first time", mistakes should be eliminated. QA includes management of the quality of raw materials, assemblies, products and components, services related to production, and management, production and inspection processes

TQM focused on customers and considered customers as king. TQM is essentially a management philosophy where every individual in an organization is motivated to work towards a common vision, in an ideal environment, continuously improving their performance, resulting in better opportunities. The key factors here are teamwork, continuous improvement and performance measurement.

Bechtel TQM was started in 1987 and has recently been reorganized into CCI (an acronym for Commitment to Continuous Improvement). The initiatives for their TQM process were obtained from their customers by using a simple questionnaire. Motorola has a successfully working TQM process. Motorolas fundamental objective is Total Customer Satisfaction. They have won the Baldrige award and are corporate leaders in TQM.