Online course offering

Total Quality
Management
The facts and basics of Total Quality
Management

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 • What is TQM?
• Defining Quality
• Key principles of TQM
Learning
Objectives • Benefits of TQM
• Features of TQM
• Problems and criticisms of
TQM

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 What is Total Quality Management?
“Total Quality Management” IS:
Total quality management (TQM) is the
continual process of detecting and reducing
or eliminating errors in manufacturing,
streamlining supply chain management,
improving the customer experience, and
ensuring that employees are up to speed
with training.
Total quality management aims to hold all
parties involved in the production process
accountable for the overall quality of the
final product or service. TQM is used to ensure that all aspects of
the production or service line are kept to the
mark.

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 What is Quality?
“Quality” IS:
● It is generally referred to as a
parameter which decides the inferiority
or superiority of a product or service.

● It is a measure of goodness to
understand how a product meets its
specifications.

● In simple words, when a product or

service exceeds our expectations we
consider it to be of good quality.
Therefore, it is somewhat of an
intangible expression based upon
perception. The importance of Quality is-
• In determining the ability of a product or
service to work and perform

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 Key principles of TQM

The key principles of TQM are as follows-

● Commitment from Management

● Employee empowerment

● Continuous improvement

● Customer Focus

● Process oriented

● Decision making based on facts only

and not on opinions.

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 Benefits of TQM

By implementing TQM into the

organizations methodology, several
benefits can be obtained-

1. This will increase the awareness of

quality culture within the
organization.
2. A special emphasis on teamwork
will be achieved.
3. TQM will lead to a commitment
towards continuous improvement.

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 Features of TQM

Based on the guidelines set by the United States

Navy, the following have been listed as features of
TQM:
• "Quality is defined by customers' requirements."
• "Top management has direct responsibility for
quality improvement."
• "Increased quality comes from systematic analysis
and improvement of work processes."
• "Quality improvement is a continuous effort and
conducted throughout the organization."

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 Criticism of TQM

• The central concepts of Quality Management

(QM), such as process orientation,
controllability, and zero defects are said to be
equivalent to modern myths.
• The zero-error processes and the associated
illusion of controllability involve the problem of
self-referentiality,i.e, only within its’ own
definition does it achieve the results and goals.
• The emphasis on the processes in QM also
ignores the artificiality and thus arbitrariness of
the difference between structure and process.
• the complexity of management cannot be
reduced to standardized (usually mathematical)
procedures.

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 Key Takeaways
• 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.

• It is used to streamline supply chain management, improve customer service, and ensure that
employees are trained.
• The focus is to improve the quality of an organization's outputs, including goods and services,
through continual improvement of internal practices.

• Total quality management aims to hold all parties involved in the production process accountable for
the overall quality of the final product or service.

• Although there are many benefits of TQM, there are at the same time certain criticisms of the
methodology due to problems of self-reference and self-reliant definition

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Online course offering

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