TQM – a means to

Organisational Development
&
Personality Development
Devan bhavayat anena
te deva bhavayantu vah /
parasparam bhavayantah
sreyah param avapsyatha //

“You cherish the Devas with Yajna, and may

the Devas in turn bless you (with rain and
other desired gifts)! Thus, mutually
cherishing, you shall attain the highest good.
TQM : Total Quality Management

Total Quality Management is a

Comprehensive and Integrated way of
managing any organization in order to :
a) meet the needs of the customer consistently

b) achieve continuous improvement in every

aspect of the organization’s activities.
Personality
1. All the qualities, modes of reaction etc.,
which set off an individual as distinct
from all others.

2. Integration of these qualities in a unified

system.
 Evolution of TQM
INFERIOR BEFORE WORLD WAR II
CHEAP
IMITATIONS 1951 S.Q.C. DR.W.E.DEMING

1954 C.W.Q.C. DR.J.M.JURAN

MASSIVE TRAINING PROGRAMME

STUDY CIRCLES

1962 Q.C.C. PROF.K.ISHIKAWA

SUPERIOR
COMPETITIVE KAIZEN (CONTINUOUS IMPROVEMENT)
INNOVATIONS
TOTAL QUALITY MANAGEMENT 1980
TQM is change Management
Through
 Total commitment
 Continuous Learning
 Greater Empowerment
and with Philosophy
Mission
Purpose
Vision
Policy
Programmes
Main Elements
1. Identification and Flowcharting of component
organisational processes – such as manufacturing,
product development, filing, answering a telephone
call etc.
2. Framing each such process as a partnership of
supplier and customer and accompanying it with
explicit metrics and standards for its performances.
3. Involving all workers engaged in a process in
continuous, un-relenting process improvement
through the identification and eliminating of all
defects
QUALITY IS :
“Totality of features and characteristics of a
product, service, or process, which bear on
its ability to satisfy a given need” BS 4778
(1979)
Add
“from the customer’s viewpoint” (TQM)
QUALITY = SATISFACTION
Quality of Work Life
 Quality of Work
 Quality of Worker
 Quality of Work Place
 Quality of Products and Services
Personal Characteristics or
Qualities A to Z
A- Attitudes (commitment, etc.)
B- Behaviour
C- Communication
D- Dialogue and Discussion
E- Emotional Intelligence
….
….
L- Life Long Learning
…..
….
Z- Zero defects
MODES of Learning
Media, Mediation

Observation and imitation

Direct Experience / vicarious Experience

Experimentation

Socialization
Learning Skills
 Reading and Writing

 Speaking and Listening

Learning Attitudes
 Openness
 Confrontation
 Trust
 Authenticity
 Proactivity
 Autonomy
 Collaboration
 Experimentation
Deming Cycle
P
AD
C
 Plan P - Plan
 Do A - Act
 Check C - Check
 Act T – Take Corrective Action
Beyond TQM