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Total Quality
Management
Prepared & Edited by
Nazim Uddin
Assistant Professor
National Institute of Textile Engineering & Research
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What is TQM
Total Quality Management (TQM) is an enhancement to the
traditional way of doing business. It is a proven technique to
guarantee survival in world-class competition. Only by changing
the actions of management will the culture and actions of an entire
organization be transformed. TQM is for the most part common
sense. Analyzing the three words, we have
Total - Made up of the whole
Quality- Degree of excellence a product or service provides.
Management- Act, art, or manner of handling, controlling,
directing, etc.

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TQM
TQM is a set of systematic activities carried out by the entire
organization to effectively and efficiently achieve company
objectives so as to provide products and services with a level of
quality that satisfies customers, at the appropriate time and price.

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TQM

• Continuous improvement of quality

• Focus on the customer.
• Operations improvement
• Human resources
• TQM leadership

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Framework of TQM
The Total Quality Management (TQM) framework is a technique based on the premise that
employees continuously work on their ability to provide value to customers. Importantly, the
word “total” means that all employees are involved in the process – regardless of whether
they work in development, production, or fulfillment.
Understanding the TQM framework
 The TQM framework was developed by management consultant William Deming, who
introduced it to the Japanese manufacturing industry. Today, Toyota is perhaps the best
example of the TQM framework in action. The carmaker has a “customer first” focus and
a commitment to continuous improvement through “total participation”.
 Indeed, the focus of the TQM framework is the continual improvement of all processes
with an organization – regardless of whether they have a direct or indirect impact on
customer satisfaction.
 Improvement comes from identifying and then removing or reducing errors. Errors
commonly occur in supply chain management, manufacturing, employee training, and
customer experience.
 Regardless of the cause, all employees must work toward problem-solving and adding
value to the customer experience.

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Framework of TQM

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Seven Basic Tool of TQM

• Check Sheet
• Stratification analysis
• Histogram
• Pareto analysis
• Process flow chart
• Cause-effect diagram
• Scatter diagram
• Control Chart

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Check Sheet
 It is a defect Concentration Diagram
 Data Collection Sheet
 Tool to record data

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Stratification Analysis

• Sorting Large Data

• It is also known as run Chart
• Cluster analysis

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Histogram
• Graph To Show Frequency
Distribution
• Use when data is numerical
• Collect at least 50 consecutive data
points from a process.

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Pareto Chart
• It is also known as Pareto analysis
• It looks like a Cumulative bar graph
• It shows the ranking from most
significant to least significant

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Cause-Effect Analysis
• Showing main cause and sub cause
• Also known as “Ishikawa Diagram”
• Also termed as “fishbone diagram”

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Scatter Diagram
• Paired data are compared
• Use to identify potential root cause
of problems
• Use to identfy trend of variables

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Control Chart
• Popularly known as SQC/SPC
• Helps to assess whether it goes
“out of control” or is in “in control”
situation
• It can be used for
Variable data
Attribute data

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Questions