AWARENESS AND OBSTACLES OF

TOTAL QUALITY MANAGEMENT

 TOTAL QUALITY MANAGEMENT
• Total Quality Management is defined as a customer-oriented process and
aims for continuous improvement of business operations. It ensures that
all allied works (particularly work of employees) are toward the common
goals of improving product quality or service quality, as well as enhancing
the production process or process of rendering of services.
 AWARENESS OF TQM
1.COMMUNICATION
• Communication is an essential element of quality awareness.
• The management can reach the minds of its employees and plant the
seeds of quality performance and nurture them with a continual flow of
honest and factual inspiration, the management will develop cooperation
beyond its greatest expectations.
2.QUALITY TRAINING
• The necessary education to assure that appropriate skills are available
to keep pace with technological developments and advancements.
• Continual upgrading of the educational level of quality professionals
is necessary.
• Quality specialists need strong, basic scientific technical training plus
statistical and computer skills.
3.QUALITY POLICY
• The quality policy of any organization - small or large should be stated
by top management as a formal and written document in such a manner
that the quality objectives are clearly understood by every employee of the
organization.
• Quality policy statement shows the direction in which to go and is a
tool to position the customer's perception of the organization and, of
course, the organization's image of itself.
4.SPECIFICATION
• Specification is one of the factors which plays a vital role in quality
awareness.
• The International Standards Organization (ISO) defines specification
in ISO 8402 (Quality vocabulary) as “The document that prescribes the
requirements with which the product or service has to conform.”
 OBSTACLES OF TQM
1. Lack of management commitment
2. Inability to change organizational culture
3. Improper planning
4. Lack of continuous training and education
5. Incompatible organizational structure and isolated individuals and departments
6. Ineffective measurement techniques and lack of access to data and results
7. Paying inadequate attention to internal and external customers
8. Inadequate use of empowerment and team work
9. Failure to continuously improve
 Lack of management commitment

• In order for any organizational effort to succeed, there must be a

substantial management commitment of management time and
organizational resources.
• The purpose must be clearly and continuously communicated to all
personnel management must consistently apply the principle of TQM.
 Inability to change organizational culture

• Changing an organization's culture is difficult

• Individuals resist change--they become habituated to doing a particular
process and it becomes the preferred way. Management must understand
and utilize the basic concepts of change. They are;
• People change when they want to and to meet their own needs
• Never expect anyone to engage in behavior that serves the organization's values
unless adequate reason(why) has been given.
• For change to be accepted, people must be moved from a state of fear to trust.
 Improper planning
• All constituents of the organization must be involved in the development
of the implementation plan and any modifications that occur as the plan
evolves.
• The Two-way communication of ideas is the matter of great importance
and should be taken by all personnel during the development of the plan
and its implementation.
• Customer satisfaction should be the goal rather than financial or sales
goals.
Lack of continuous training and education

• Training and education is an ongoing process for everyone in the

organization. Needs must be determined and a plan developed to achieve
those needs.
• Training and education are most effective, when senior management
conducts the training on the principles of TQM. 
• Lack of training in group discussion and communication techniques,
quality improvement skills, problem identification, and the problem-
solving method was the second most important obstacle.
 Ineffective measurement techniques and
lack of access to data and results
• Key characteristics of the organization should be measured for effective
decision making.
• To improve a process are you need to measure the effect of improvement
ideas. 
Paying inadequate attention to internal and external customers

• Organizations need to understand the changing needs and expectations of

their customers.
• Effective feedback mechanism that provide data for decision making are
necessary for this understanding.
• Give the right people (who are directly working on the product) direct
access to the customers.
 Inadequate use of empowerment and team work

• Teams need to have the proper training and at least in the beginning by a
facilitator.
• Individuals should be empowered to make decisions that affect the
efficiency of their process or the satisfaction of their customer.
 Failure to continuously improve
• A lack of continuous improvement of the process, product and service will
even leave the leader of the pack in the dust. 
THANK YOU