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 means that the
organization's culture is defined by and
supports the constant attainment of customer
satisfaction through an integrated system of
tools, techniques, and training. This involves
the continuous improvement of organizational
processes, resulting in high quality products
and services.
Ê Total Involvement of all levels in the
organization

Ê Quality Conformance to agreed upon


requirements

Ê Management Best use of available resources to


achieve Total Quality
´Do the right
things Y 
the first
time, every
time.µ

t it·s simplest, TQM is all managers leading and
facilitating all contributors in everyone·s two
main objectives:
r 1) m 

through quality
products and services; and
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 to à 
 àà
 àà
 à  à   
  
 °elps to focus clearly on the needs of the market
 Facilitate to aspire for top quality performer
 Channelizes the procedures necessary to achieve quality
performance
 °elps examine critically and continuously all processes
to remove non-productive activities and waste
 Gears organization to fully understand the competition
and develop an effective combating strategy
 °elps develop good procedures for communication
 °elps revive the process needed to develop the strategy
of never ending improvement
CUSTOMER QU
LITY
S
TISF
CTION LE
ERS°IP
POLICY

ORG
NIS
TION
TR
NING QU
LITY COST
STRUCTURE

EMPLOYEE QU
LITY
REW
R
INVOLVEMENT CIRCLES
Ê R  

Ê R 
 

Ê R
^ ^

´It is the aim of


ABB Kent Meters
Ltd to supply
products and
services which
completely satisfy
our customers.µ
Kent Meters
Mission Statement
14 points for management:
1. Create and publish to all employees a statement of the
aims and purposes of the company. The management
must demonstrate their commitment to this statement.
2. Learn the new philosophy.
3. Understand the purpose of inspection ± to reduce the
cost and improve the processes.
4. End the practice of awarding business on the basis of
price tag alone.
5. Improve constantly and forever the system of production
and service.
-. Institute training
7. Teach and institute leadership.
8. Drive out fear. Create an environment of innovation.
9. Optimize the team efforts towards the aims and
purposes of the company.
10. Eliminate exhortations for the workforce.
11. Eliminate numerical quotas for production.
12. Remove the barriers that rob pride of workmanship.
13. Encourage learning and self-improvement.
14. Take action to accomplish the transformation
In a nutshell,
TQM will increase productivity, will eliminate
wastes, reduce non-conformances, optimize costs,
increase the profitability , will enrich the
employees life and will help the industry to meet
it·s societal obligation.

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