TQM
Total Quality Management
Eng. Mohammed AL HADDAD
Dr. Nabil Al-Sawalhi
Total Quality Management
The Total Quality Management (TQM) concept was born
following World War II. It was stimulated by the need to
compete in the global market where higher quality, lower
cost, and more rapid development are essential to market
leadership
Changing Views of Quality
Changing Views of Quality
Gryna (2001, p. 3) has described the changing business conditions. He says:
The prominence of product quality in the public mind has resulted in quality
becoming a cardinal priority for most organizations. These include
1. Competition.
2. The customer-focused organization.
3. Higher levels of customer expectation.
4. Performance improvement.
5. Changes in organization forms.
6. Changing workforce.
7. Information revolution.
8. Electronic commerce.
9. Role of a quality department.
Changing Views of Quality
Principles of Total Quality Management
TQM is a management approach that strives for the
following in any business environment :
• Under strong top management leadership established
clear mid and long-term vision and strategies.
• Properly utilize the concepts, values and scientific
methods of TQM.
• Regard human resources and information as vital
organizational Infrastructures.
Principles of Total Quality Management
• Supported by fundamental organizational powers, such
as core technology, speed and vitality, ensure sound
relationship with customers, employees, society suppliers
and stockholders.
• Continuously release corporate objectives in the form of
achieving an organization’s mission, building an
organization with a respectable presence and continuously
securing profits.
Principles of Total Quality Management
the strategic implications of TQM include :
• Survival in an increasingly competitive world.
• Better service to the customer.
• Enhancement of the organization’s “shareholder value”.
• Improvement of the overall quality and safety of our facilities.
• Reduced project duration and costs.
• Better utilization of talents of the people.
Chase, Aquilano, and Jacobs (2001) have defined TQM as :
Managing the entire organization so that it excels on
all dimensions of products and services that are
important to the customer.
Basic components of TQM
Principles of Total Quality Management in ISO
An ISO document has listed eight quality management
principles on which the quality management system standards
of the revised ISO 9000:2000 series are based. These are as
follows:
Principle 1—Customer focus
Principle 2—Leadership
Principle 3—Involvement of people
Principle 4—Process approach
Principle 5—System approach to management
Principle 6—Continual improvement
Principle 7—Factual approach to design making
Principle 8—Mutual beneficial supplier relationship
Elements of TQM
Summary
Based on those principles, it can be summarized that TQM is a
management philosophy that evolved in Japan after World
War II. It places quality as a strategic objective and focuses on
continuous improvement of products, processes, services, and
cost to compete in the global market by minimizing rework,
and maximizing profitability to achieve market leadership and
customer satisfaction. It is a way of managing people and
business processes to meet customer satisfaction.
TQM involves everyone in the organization in the effort to
increase customer satisfaction and achieve superior
performance of the products or services through continuous
quality improvement.
TQM helps in :
• Achieving customer satisfaction
• Continuous improvement
• Developing teamwork
• Establishing vision for the employees
• Setting standards and goals for the employees
• Building motivation within the organization
• Developing corporate culture