Total Quality Management TQM

To be Reported By:
Ms. Fiona Zhang and
Ms. Renaliz Gonzales
TQM Principles and Concepts
 What is Total Quality Management?

• According to the definitive text, Total Quality: A

User’s Guide for Implementation, Total Quality
Management (TQM) is a management technique
based on the idea that all “employees
continuously improve their ability to provide on-
demand products and services that customers will
find of particular value.”
8 Principles of Total Quality Management

1. Customer focus
• The first of the Total Quality Management
principles puts the focus back on the people buying
your product or service. Your customers determine
the quality of your product. If your product fulfills a
need and lasts as long or longer than expected,
customers know that they have spent their money
on a quality product.
 2. Total employee commitment
• You can’t increase productivity, processes, or sales
without the total commitment of all employees.
They need to understand the vision and goals that
have been communicated. They must be sufficiently
trained and given the proper resources to complete
tasks in order to be committed to reaching goals on
time.
 3. Process approach
• Adhering to processes is critical in quality
management. Processes ensure that the proper
steps are taken at the right time to ensure
consistency and speed up production.
 4. Integrated system
• Typically a business has many different departments,
each with their own specific functions and purposes.
These departments and functions should be
interconnected with horizontal processes that should
be the focus of Total Quality Management. But
sometimes these departments and functions operate
in isolated silos.  
 5. Strategic and systematic approach
• The International Organization for
Standardization (ISO) describes this principle as:
• “Identifying, understanding and managing
interrelated processes as a system contributes to
the organization’s effectiveness and efficiency in
achieving its objectives.”
 6. Continual improvement
• Optimal efficiency and complete customer
satisfaction doesn’t happen in a day—your business
should continually find ways to improve processes
and adapt your products and services as customer
needs shift. As previously stated, the other Total
Quality Management principles should help your
business keep an eye toward continual
improvement.
 7. Fact-based decision-making
• Analysis and data gathering lead to better
decisions based on the available information.
Making informed decisions leads to a better
understanding of customers and your market.
 8. Communications
• Everybody in your organization needs to be aware
of plans, strategies, and methods that will be
used to achieve goals. There is a greater risk of
failure if you don’t have a good communication
plan.
 Basic concepts of TQM
1. Quality
• The totality of features and characteristics of
product or service that bears on its ability to
satisfy stated or implied needs of a customer.
2. Quality Policy
• The overall quality intentions and directions of an
organization as regards quality formally expressed
by top management. The quality policy forms an
element of the corporate policy and is authorized
by top management.
3. Quality Management
• The aspect of the overall management function
that determines and implements quality policy.
Quality management includes strategic planning,
allocation of resources and other systematic
activities for quality such as operations and
evaluations.
4. Quality Assurance
•  Qualityassurance are all those planned and systematic
actions necessary to provide adequate confidence that
a product or service will satisfy requirements of a
customer. Unless the requirements of customer are
fully reflected in the product or service, quality
assurance will not be complete. Quality assurance
serves as a management tool to provide confidence in
supplier/manufacture in contractual situation.
5. Quality Control
•  Quality controls are operational techniques and
activities that are used to fulfill requirements for
quality. Quality control techniques and activities aim
both, at monitoring a process and at eliminating
causes of unsatisfactory performance at relevant
stages of the production in order to achieve economic
effectiveness of an organization.
6. Conformity
• An affirmative indication or judgment that the
supplier/manufacturer of a product or service has
met the requirements of the relevant
specifications, contact or regulations and also the
state of meeting requirements, is the real test of
quality.
7. "Quality Circle“
• QC is a process that stimulates everyone to achieve greater
satisfaction in the work environment. It is based on mutual
trust and cooperation. It also includes group participation,
information sharing and decision making. Its primary aim is
to provide a better quality of working life to workmen at all
levels in an organization. "QC is a small group of employees
in the same work. work area or doing a similar type of work
who voluntarily meet regularly for about an hour every week
to identify, analyse and resolve wok-related problems,
leading to improvement in their total performance and
enrichment of their work life".
Thank you and God
bless!