Total Quality Management: PRELIM - 1st SEM, A.Y. 2019 - 2020

EMILIO AGUINALDO COLLEGE ISO 9001: 2015 CERTIFIED
QUALITY MANAGEMENT SYSTEM

City of Dasmariñas,Cavite
Chapter 2:
Total Quality Management

[ BSAC 1-2 ] BMC1 11
PRELIM – 1st SEM, A.Y. 2019 - 2020
Prepared by:
Engr. John Paolo P. Severino, MBA
SBAA - Faculty / Industrial Engineer
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Introduction in Total Quality Management

Total Quality Management (TQM) is customer oriented
management philosophy and strategy.
Philosophy - the study of knowledge, reality, and existence or
fashion.
TQM philosophy - It is a philosophy of total integration of the

business to achieve the required result. The goal is to achieve greater
efficiency and effectiveness, lower operating cost and increased
market share.


Total Quality Management (TQM) is customer oriented
management philosophy and strategy.
Strategy - a plan of action or policy designed to achieve a major or
overall aim.

TQM strategy - Implementing a strategic planning process in a
company's Total Quality Management approach requires the
organization to analyze and evaluate the needs of customers to
determine the best approach to meet their needs.


Total Quality Management (TQM) is also enhancement to
the traditional way of doing business.
Total: Made up of whole or involvement of all levels in the
organization.
Quality: Degree of excellence a product or services provide
or Conformance to agreed upon requirements.
Management: Act, art or manner of handling, controlling and
directing.

TQM – It is centered on quality so as
to result in customer delight.
The word “Total” implies that all

members of the organization make
consistent efforts to achieve the
objective of customer delight through
systematic efforts for improvement of
the organization.

Evolution of Total Quality Management

The TQM philosophy was evolved in Japan after
World War II. Edward Deming, an American
quality expert helped the Japanese to apply
concepts of TQM. They concentrated on
customer satisfaction and focused on
understanding customer needs and expectation.
W. Edward Deming (1900 – 1993)

“The result of long-term relationship is better
and better quality, and lower and lower cost”

Definition of Quality
Quality always begins with trying to satisfy the customer, whether internal or
external.
 The quality of a product highly depends on the inputs that we put into the
process of making product.
 Quality is meeting or exceeding customer expectations.
 Quality is in inversely proportional to variability
 Quality means fitness for use such as quality of design and quality of
conformance.
Quality does not mean an expensive product; on the

contrary, it is fitness for use of the customer.
*Confidence in Experience. Consumers generally buy a

product for the first time in hopes that it provides a
quality experience. They hope a computer works
efficiently and helps them perform personal or work tasks
effectively. They buy food hoping for a quality taste or
nutritional value
* Poor product quality: Obviously, a product, which is of

poor quality, cannot be sold in the market. Higher price:
Another reason for the failure of certain products is the
price factor. Higher production and distribution costs may
lead to higher price.
Principle of Quality
A subjective term for which each person has his or her own
definition. In technical usage, quality can have two
meanings:
1. The characteristics of a product or service that bear on

its ability to satisfy stated or implied needs.
2. A product or service free from deficiencies.

Role of Leadership in TQM

 Promoting cultural change.
 Leading from the front
 Open communication
 Removing barriers between departments
 Instilling more customer focus
 Aligning company goals with Vision and Mission

Obstacle to TQM implementation

 Lack of Management commitment
 Inability to change organization culture
 Improper planning
 Lack of continuous training and education
 Ineffective measurements techniques
 Inadequate use of empowerment and teamwork
 Failure to continually improve
 Paying inadequate attention to customer
Obstacle to TQM implementation

 Lack of Management commitment
 Inability to change organization culture
 Improper planning
 Lack of continuous training and education
 Ineffective measurements techniques
 Inadequate use of empowerment and teamwork
 Failure to continually improve
Quantified definition of Quality

Q=P/E
where
Q = Quality
P = Performance
E = Expectation
If Q is greater than 1, then the customer has a good

feeling about the quality of product or service.
Quantified definition of Quality

Q=P/E
where
Q = Quality
P = Performance
E = Expectation
If Q is greater than 1, then the customer has a good

feeling about the quality of product or service.
End of Chapter 2
Thank You.

Total Quality Management: PRELIM - 1st SEM, A.Y. 2019 - 2020

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EMILIO AGUINALDO COLLEGE ISO 9001: 2015 CERTIFIED

QUALITY MANAGEMENT SYSTEM

Total Quality Management

VIRTUE EXCELLENCE SERVICE

Introduction in Total Quality Management

TQM philosophy - It is a philosophy of total integration of the

VIRTUE EXCELLENCE SERVICE

Introduction in Total Quality Management

VIRTUE EXCELLENCE SERVICE

Introduction in Total Quality Management

Introduction in Total Quality Management

The word “Total” implies that all

VIRTUE EXCELLENCE SERVICE

Evolution of Total Quality Management

W. Edward Deming (1900 – 1993)

VIRTUE EXCELLENCE SERVICE

 Quality is meeting or exceeding customer expectations.

 Quality is in inversely proportional to variability

Quality does not mean an expensive product; on the

*Confidence in Experience. Consumers generally buy a

* Poor product quality: Obviously, a product, which is of

1. The characteristics of a product or service that bear on

2. A product or service free from deficiencies.

Role of Leadership in TQM

VIRTUE EXCELLENCE SERVICE

Obstacle to TQM implementation

Obstacle to TQM implementation

Quantified definition of Quality

If Q is greater than 1, then the customer has a good

Quantified definition of Quality

If Q is greater than 1, then the customer has a good

VIRTUE EXCELLENCE SERVICE

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