THE ICFAI UNIVERSITY SIKKIM
Sonam T Venchungpa
BEE (Jadavpur University)
IIM, Bangalore
Brief of the Presentation
 Quality
 Meaning of TQM
 Gurus/Marg Darshak of Quality
 Philosophy of TQM
 Basic Approach to TQM
 Tools and Techniques
 Cultural Change
Dimensions of Quality
Dimension
Meaning and Example
Performance
Primary Product Characteristics
Features
Secondary Characteristics
Conformance
Meeting Specifications or Industry Standards
Reliability
Consistency over time
Durability
Useful life
Service
Ease of repair
Response
Human interface
Aesthetics
Sensory Characteristics
Reputation
Past performance/ Brand
Meaning of TQM
 Total – Whole not part or parts
 Quality – Excellence of Product or services
 Management- Art or Science . A response system
 Philosophy and Guiding Principles
 Integration of management techniques, tools,
continuous improvement
Gurus/Marg Darshak
 WA Shewhart (AT & T) : Control Charts
 WE Demmings : Statistical Process Control
 JM Juran (Western Electric) : Plan, Control & Improve
 AV Feigenbaum : Customer Requirements
 K Ishikawa : Cause and Effect
 PB Cosby : Conformance.
 G Tagguchi : Robust Design of Parameters &
Tolerences
Philosophy of TQM

To integrate organizational functions in meeting
customer needs
 Organizations is a collection of processes
 Continuously improve (knowledge & experience)
 DO THE RIGHT THINGS RIGHT THE FIRST TIME
EVERY TIME.
Basic Approach to TQM
 Long Term Commitment & Involvement
 Focus on Customer (Internal & External)
 Involvement of Human Resource
 Continuous involvement of Business & Process
 Integration of Suppliers and Customers
 Establish Performance Measures
Tools & Techniques
 Bench Marking
 Information Technology
 QM Systems : ISO Standards
 Quality Function Deployment
 Failure Mode and Effect Analysis (FMEA)
 Statistical Process Control
TQM Framework
Principles and
Practice
Product/Service
Realization
Customer
Cultural Change
Quality Element
Previous State
TQM
Definition
Product Oriented
Customer Oriented
Priorities
Second to All
First among Equals
Decisions
Short Term
Long Term
Emphasis
Detection
Prevention
Errors
Operations
System
Responsibility
Quality Control
Everyone
Problem Solving
Managers
Teams
Procurement
Price
Partnership
Managers Role
Plan, Assign, Control &
Enforce
Delegate, Coach,
Facilitate, and Mentor
Thank U