Basic Concept of TQM

Total Quality Management (TQM) is a management

approach that focuses on continually improving the quality
of products and services to meet or exceed customer
expectations. It is a comprehensive system that involves all
aspects of an organization, including its people, processes,
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and products or services.

by AKSHAY MAHALLE
Pillars of TQM
Customer Focus Continuous Improvement

Delight your customers by exceeding their Embrace a culture of continuous learning and
expectations and understanding their needs. development to innovate and enhance
processes.

Employee Engagement Leadership Commitment

Empower your team to actively participate in Cultivate an environment where leaders

driving quality enhancements and achieving support the pursuit of excellence in all aspects
organizational goals. of the organization.
Quality Planning
Step 1: Identify quality objectives and develop a comprehensive plan to achieve them.
Step 2: Establish metrics and performance indicators to measure progress effectively.
Step 3: Allocate necessary resources and define responsibilities for successful implementation.
Step 4: Continuously monitor, evaluate, and refine quality planning strategies.
Concept and Definition of Quality Cost

Quality costs encompass prevention, appraisal, and failure costs. Prevention costs focus on eliminating
defects, appraisal costs involve inspecting and testing products, and failure costs arise from defects found by
customers.

Quality Cost is a method for quantifying the total expenses incurred by an organization related
to the quality of its products or services.
Dimensions of Quality
Performance
Measures how well a product
or service fulfills its intended
purpose and meets customer
requirements.
Reliability
Reflects the consistency and
dependability of a product or
service to perform under
stated conditions over a
defined period.
Usability
Refers to the ease of use,
simplicity, and convenience of
using a product or service.
Quality Council & Quality Statement
1 Quality Council

An advisory group that oversees and guides the implementation of quality initiatives within
an organization.

2 Quality Statement

A concise declaration that communicates an organization's commitment to quality, guiding

principles, and expected outcomes.
Strategic Planning Process

1 1. Analyze the Environment

Assess internal and external factors to

2. Set Strategic Objectives
Define clear and measurable objectives
that align with the organization's
mission and vision.
identify opportunities and threats for
2 the organization.
3 3. Develop Strategies

Create action plans and allocate

resources to achieve the set objectives
4. Implement and Monitor 4 effectively.
Execute the strategies, track progress,
and make necessary adjustments to
ensure success.
W. Edwards Deming
Philosophy
Deming emphasized the importance of systemic approaches to quality
improvement, advocating for the elimination of barriers between departments,
statistical process control, and a focus on long-term organizational success.