TQM
• TOTAL QUALITY MANAGEMENT
TQM
Total quality management is a systemic
approach to productivity improvement
using qualitative and quantitative
methods and involving all stakeholders
to continuously improve the quality of all
products and services.
TQM
• TQM IS PURE PRAGMATISM
(HUTCHINS, ACHIEVE TOTAL QUALITY,1992)
• TQM IS NOT A DESTINATION BUT A
JOURNEY TOWARDS IMPROVEMENT
(HUNT, MANAGING FOR QUALITY,1991)
TQM
• IS THE SET OF MANAGEMENT
PROCESSES AND SYSTEMS THAT
CREATE DELIGHTED CUSTOMERS
THROUGH EMPOWERED
EMPLOYEES, LEADING TO HIGHER
REVENUES & LOWER COST
THE JURAN INSTITUTE, Inc.
TQM
• It is the process of individual &
organizational development the
purpose of which is to increase the
level of satisfaction of all the
stakeholders
PIKE, R J BARNES
WHY TQM?
B/C IT IS FOR BENEFIT OF ALL
STAKEHOLDERS
• INTERNAL SATKEHOLDER
• EXTERNAL STAKEHOLDER
COMPONENTS OF TQM
1.
2.
3.
4.
PRICE REDUCTION
CUSTOMER SATISFACTION
INVOLVEMENT OF EVERYONE
CONTINUOUS QUALITY
IMPROVEMENT
5. LEADERSHIP
COMPONENTS OF TQM
(ROVER GROUP)
PRICE REDUCTION
• COST AN ESSENTIAL ELEMENT OF
TQM
• CROSBY PHILOSPHY
QUALITY IS FREE
QLTY IS THE RIGHT OF CUSTOMER
Who determines quality?
THE CUSTOMER
If the customer does not
perceive you as offering
quality service you are
not.
Customer Focus
CUSTMER IS GOD
(CHINESE SAYING)
PERCEPTION
IS
TRUTH
INVOLVEMENT OF EVERYONE
CONTINUOUS IMPROVEMENT
• Improve each and everyday - Do not
focus on problems, focus on
improvements.
• IF YOU’RE NOT PART OF THE
SOLUTION, YOU’RE PART OF THE
PROBLEM.
CONTINUOUS IMPROVEMENT
• Customers are not interested in
excuses, they’re interested in results.
• Be proactive - because if you don’t
someone else will.
• Ishikawa Says
The organization
which does not make a change in the
06 months is a dead organizations
CONTINUOUS IMPROVEMENT
• KAIZEN
FOR CQI
JAPANESE SYNONYM
• THE FAMOUS HADITH
“HE WAS
DESTROYED WHOSE PAST WAS
NOT BETTER THAN HIS
YESTERDAY”
LEADERSHIP
• NO EFFORT FOR QUALITY
IMPROVEMENT CAN SUCCEED
WITHOUT COMMITMENT OF TOP
MANAGEMENT
LEADERSHIP
A NATION WITHOUT
LEADERSHIP IS THE HERD
OF SWINE
EINSTEIN