Mr Abdulai Munkaila
TQM
Total = Whole
Quality = Meeting/exceeding customer
requirements and expectations
Management= Process of achieving goals by
working with and through other people and other
resources. (planning, organizing, leading,
controlling, learning and adapting)..
TQM define
Putting it together
• continual improvement of process/activities to meet
and exceed customer expectations and requirements
by involving everyone in the organization through an
integrated effort .
• (TQM) is thus an integrated organizational effort
designed to improve quality at every level to meet the
requirements and expectations as defined by the
customers. A perfectly produced product has less value
if that is not what the customer want.
Philosophical Perspective of TQM
• The philosophical question “why do we
exist?” provides insights into the relevance of
quality management. The reasons why
individuals and organisations strive to achieve
excellence, the repercussions for not achieving
excellence i.e. mediocrity etc are all provided
by such a simple but thoughtful question.
• Why do we exist? Or what is the purpose of
existence?
REASONS FOR EXISTANCE
• To be useful to ourselves
• To be useful to others (others here also refers
to the society and community)
Being USEFUL means making a positive impact
or contribution either in your own life or on the
society. Once someone or something becomes
useful then it creates the condition for
ACCEPTANCE.
Acceptance then generates the right condition
for SURVIVAL. These philosophy works for both
the individual and the business. For instance an
applicant for a job, pregnant woman, setting a
new company, in these examples we can
illustrate the principle of
usefulness=Acceptance=survival.
On the business level, society would not accept
any business operations that are harmful or
detrimental to their wellbeing. That business
would certainly not be useful to that society and
hence its survival would not be guaranteed. A
Story told of a man who used his pension fund to
set up sawmill plant in densely populated area
only for the residents to report him to EPA who
have no choice but to close down the plant, the
man had a heart attack and died.
Condition for survival
• Identifying and meeting the requirements of
customers
• Meeting the environmental requirements
Customer
• In the context of Total Quality Management,
the definition of the customer is not restricted
to the end user or consumer but includes all
those that are affected by the business
processes. It could be an entity or an
individual.
• The Customer Defined.........
Customer defined
• A customer is real or potential individual that
is directly or indirectly affected by the
processes and activities/actions of the
business. Example, customers of IPS includes
students, lecturers, management, council
members, security, regulatory bodies such as
EPA, National Accreditation Board, Ministry of
Education, Community, etc
EURO FOODs Case
• For instance, what euro foods suffered before the company
actually collapse,
• the regulatory bodies issued an order for their operations
to be halted (regulatory bodies)
• buyers of their product were no longer patronise
(customers who buys the product)
• legal suits were taken against the company (legal bodies)
• consumers were not interested in the product ( customers
who use the product)
• The company was stigmatised by the general public
(society)
• Their operation caught the media lenses (media, journalist)
all parties that are directly or indirectly affected
by the company operations were not satisfied
and this resulted in the collapse of the company.
Customers, therefore have types and categories
which every company that seeks to survive must
identify and satisfy.
Typology of Customers
Types of customers
• Internal customers
• External customers
Categories of customers
• Elective customers
• Non-user customers
• Unwilling customers
• Captive customers
Characteristics of customers
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Customers have rights to be respected
Customers have expectations
Customers have needs to be satisfied
Customers have requirements
Customers have legs (have options)
Customers have mouth
ENVIRONMENTAL Requirements
To survive, organisations have to identify, understand and satisfy not only the
physical environment requirement but also the business environment
requirement. The elements within the business environment include the
following;
The PESTLEC factors
• Political environment(the kind of political system in place)
• Economic environment (Demand and Supply forces and purchasing power
of people)
• Social environment (The socio-cultural beliefs of the people, for instance)
• Technological environment
• Legislation environment(legal regimes that governs business operations)
• Ecological environments(changing patterns of the weather and physical
environment)
• Competition (Monopolistic or competitive industry- (cost, quality, price)
BUSINESS Growth
FORCES OF CHANGE
• Overcome competition
• Overcome technology
• Overcome the anti-progressive forces
The blame game (failing to take personal
responsibility)
The dependency syndrome (failed to be creative
and innovative in solving our problems)
Ignorance (lack of information and technical
know how)