Meaning of

TQM
Total Quality management is defined as a
continuous effort by the management as well as
employees of a particular organization to ensure
long term customer loyalty and customer
satisfaction.

Total quality management ensures that every

single employee is working towards the
improvement of work culture, processes, services,
 Total Quality management can be divided
into four categories:

• Plan
• Do
• Check
• Act
Also referred to as
PDCA cycle.
 Planning Phase
• In this phase employees have to come up with
their problems and queries which need to be
addressed.
• Employees are required to do necessary research
and collect relevant data which would help them
find solutions to all the problems.

Doing Phase
• Employees develop a solution for the problems
defined in planning phase.
• Strategies are devised and implemented to
overcome the challenges faced by employees. The
effectiveness of solutions and strategies is also
• Checking Phase
Checking phase is the stage where people actually
do a comparison analysis of before and after data
to confirm the effectiveness of the processes and
measure the results.

• Acting Phase
In this phase employees document their results
and prepare themselves to address other
 Elements of
TQM
The success of total quality management depends
on following
• Foundation
• Building Bricks
• Binding Mortar
• Roof
FOUNDATION
includes:
Ethics - Ethics is an individual’s understanding
of what is good and bad at the workplace.
Integrity - Integrity refers to honesty, values and an
individual’s sincerity at workplace.
Trust - Trust improves relationship among employees
and eventually helps in better decision making which
further helps in implementing total quality management
successfully.
Bricks include:
Training-Managers need to make their fellow workers aware of the
benefits of total quality management and how would it make a
difference in their product quality and eventually yield profits for
their organization.
Teamwork-Team work is a crucial element of total quality
management. Rather than working individually,
employees need to work in teams.
Leadership-Total Quality Management needs to have a
supervisor who acts as a strong source of inspiration
for other members and can assist them in decision
making.
 Binding Motar includes:
• Communication : upward, downward, sideways-
Communication binds employees and extracts the best out of
them. Information needs to be passed on from the sender to the
recipient in its desired form.
Roof:
Recognition- Recognition is the most
important factor which acts as a
catalyst and drives employees to
work hard as a team and deliver
their lever best.

Every individual is hungry for

appreciation and
recognition.
 BENEFITSOF
TQM

Advantages unique to TQM

1.It makes a company a leader and not follower.
2.TQM creates goal direction connection
between
customer, management and workers. Everyone
is motivated to contribute.
3.It makes the company more sensitive to
Benefits to customers
1.Fewer problems
with product or
service.
2.Better customer
care. 3.Greater
satisfaction.
Produce quality
work the first
time
 Focus on
the
Involves designingcustomer
products or services that meet or
exceed the customer's expectations.
This involves the product itself, its functionality,
attributes, convenience and even the means by which
the information about a product is received by a
client.
 Have a strategic
approach to
improvement
Processes are developed and tested to ensure the
product orservice's quality.
This also involves making sure suppliers offer
quality suppliesneeded to produce products.
 Continuously

Always analyzing the way work is being

performed to determine if more effective or
efficient ways are possible, making
improvements and striving for excellence all
the time.
 Encourage mutual respect and
teamwork
Important because it fosters a single-organizational
culture of excellence by knowing that every
employee from top to bottom of the hierarchy holds
the same core principles at heart.
The seven Basic TQM Process
Improvement Tools

1. Flowchart
Flowcharts are also used to document work process flows.
This tool is used when trying to determine where the bottlenecks or breakdowns
are in work processes.
Flow-charting the steps of a process provides a picture of what the process looks
like and can shed light on issues within the process.
Flowcharts are also used to show changes in a process when improvements are
made or to show a new workflow process.
2. Check Sheet

A check sheet is a basic quality tool that is used to collect data. A check sheet might
be used to track the number of times a certain incident happens.
As an example, a human resource department may track the number of questions
by employees, per category, per day.
In this particular check sheet the tool shows the total number of questions received
by the human resources department.
This information helps that department identify opportunities to proactively share
information with employees in an effort to reduce the numbers of questions asked
3. Cause and Effect (fish bone) Diagram
A cause and effect diagram, also known as a fish-bone diagram shows the many
possible causes of a problem.
To use this tool, you need to first identify the problem you are trying to solve
and simply write it in the box (head of the fish) to the right.
Next, you will list the major causes of the problem on the spine of the fish.
Causes are typically separated into categories of people, process, materials and
equipment.
Causes are then identified through brainstorming with a group familiar with the
problem.
Once all of the possible causes are identified, they can be used to develop an
improvement plan to help resolve the identified problem.
4. Pareto Chart
A Pareto chart is a bar graph of data showing the largest number of frequencies
to the smallest.
In this example, we are looking at the number of product defects in each of the
listed categories.
When you look at the number of defects from the largest to the smallest
occurrences, it is easy to see how to prioritize improvements efforts.
The most significant problems stand out and can be targeted first.
5. Control Charts
Control charts or run charts are used to plot data points over time and give a
picture of the movement of that data.
These charts demonstrate when data is consistent or when there are high or low
outliers in the occurrences of data.
It focuses on monitoring performance over time by looking at the variation in
data points. And it distinguishes between 
common cause and special cause variations. The Dow Jones Industrial Average is
a good example of a control chart.
6. Histograms
Histograms are bar chart pictures of data that shows patterns that fall within
typical process conditions.
Changes in a process should trigger new collection of data.
A minimum of 50-75 data points should be gathered to ensure an adequate
number of data points have been collected.
The patterns that are detected demonstrate an analysis that helps understand
variation.
In this example, it shows that the receptionist received the most phone calls
about contribution statements for that period.
7. Scatter Diagrams
Scatter diagrams are graphs that show the relationship between variables.
Variables often represent possible causes and effect.
As an example, a scatter diagram might show the relationship between how
satisfied volunteers are that attend orientation training.
The diagram shows the relationship between volunteer satisfaction scores and
volunteer orientation training.