INTRODUCTION OF TOTAL QUALITY MANAGEMENT The TQM deals with the concepts like product quality, process control

, quality assurance and quality improvement.In other words it controls all transformation processes of an organization. Total= Quality involves everyone & all activities in the company. Quality= Conformance to Requirements (Meeting Customer Requirements) Management= Quality can & must be managed.

? Quality assurance comprises all those activities which are designed to make the production process more efficient so that the org. meets its prepre-set standards.What are quality improvement and quality assurance progs. . Quality improvement aims at increasing the effectiveness & efficiency of processes to meet customer¶s expectations.

S. Taurus cars manufactured by Ford are among the popular models in U.S. .TQM Successes: Florida power & light cut down its customers¶ complaints by 60% & raised reliability of its electric services by 40% . In 1987 the 156 utility ceo¶s adjudged the firm as the best managed utility in U. Xerox regained its market in the Japanese industry.A.

Therefore measurement of attitudes & systems become critical. However it is difficult to know what customer expects & to measure the expectations. Customers¶ wants are broadly classified into three classes: classes: Verbalized or expressed wants: UnUn-Expressed wants: . its main goal is to satisfy the customers.What do Customers want? TQM being a customer oriented management programme. Customers¶ appreciation of the product¶s quality is based on his subjective comparison.

In this global scenario. kaizen. it is everything. This has raised the standards of organizational performance & increased the demand for more product. six sigma & and Poka-Yoke have been discussed.Quality Management.Concepts Management& Systems Anywhere in the world quality is the price of admission into the market arena. service & process improvement. TQM has created great expectations in the global market. JITPoka- .Quality in business is not one thing or the other. Japanese manufacturers have demonstrated several effective concepts in TQM.Quantity concepts such as COPQ. JIT-Kanban.

3. Concentrate on prevention. 5. . Use a balanced approach. 10.Ten Steps to TQM 1. 7. Apply to all functions. 2. Know your customers. Use structured methodology for process improvement. 4. Reduce variations. Reduce chronic waste. Set true customer requirements. not correction. Pursue a continuous improvement strategy. 9. 8. Pursue new strategic thinking. 6.

10. The quality standard is defect free. Quality can & must be managed. . 3. 9. Quality must be measured. 7. Every employee is responsible for quality. Problems must be prevented. not just fixed. Management must be involved & lead. not people are the problem. Processes. 4. Quality improvements must be continuous. 8. Everyone has a customer & is a supplier. 5. Goals are based on requirements. 6.Principles of TQM 1. 2.

. Measuring process performance. Analyzing process problems. Making a process change.Process must be Managed & Improved Defining the process. Reviewing process performance. Communicating both ways between supervisor & user. Measuring the effects of the process change. Identifying process shortcomings.

4. 3. 5. What goes on in the activity? What are the big problems? What are the causes of the ³Big´ problems? What does a review of the past data show? What are the causes/effect relationships? What does current data show about the activity? .Six Questions ± For Planning a Change. 2. 6. 1.

III. Balanced Scorecard. Quality Circle. V. IV.Tools of TQM I. Integration of improvement initiatives. . Value Engineering project. II. Quality improvement project.

Leadership. In Academics. A System of Ongoing Process. . Synergistic Relationships.Applying TQM in MGT. Continuous improvements & Self Evaluation.

3. Industries are Changing. b) Knowledge explosion. 2. National Issues Quality Education Drivers of quality a) Competition in the market. changing.World Scenario    People are Changing. c) Desire to do better. . 1. The world in general is changing.

Which institutionalizes planned & continuous improvement & assumes that quality is the outcome of all activities that take place within an org.´ .TQM can be a powerful technique for unleashing employee creativity & potential. Juran & ishikawa provide the core assumptions. that organizations need both quality systems & quality culture. as a ³discipline & philosophy of mgt.CONCLUSION Always keep in mind that TQM should be purpose driven. reducing bureaucracy & costs & improving service to clients & the community.