Total Quality Management (TQM)

TQM is composed of three paradigms

Total Quality Management

QUALITY
1. Quality means productivity, competitive cost, and timely delivery, total customer satisfaction. 2. Quality means conformance to specification and standard. 3. Quality is what the customer says 4. Quality means getting every one to do what they have agreed to do and to do it right the first time and every time.

TOTAL QUALITY

It means all the people of the organization are committed to product quality by doing right things right, first time, every time by employing organization resource to provide value to customer. Every one associated with the company is involved in continuous improvement, in all functional area, at all level.

Total Quality Management (TQM)

Total Quality Management (TQM) refers to management methods used to enhance quality and productivity in organizations, particularly businesses. TQM is a comprehensive system approach that works horizontally across an organization, involving all departments and employees and extending backward and forward to include both suppliers and clients/customers.

TQM provides a framework for implementing effective quality and productivity initiatives that can increase the profitability and competitiveness of organizations.

As defined by the International Organization for Standardization (ISO):

"TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society."

TQM requires that the company maintain quality standard in all aspects of its business. This requires ensuring that things are done right the first time and that defects and waste are eliminated from operations.

Followings are some of many ways to look at quality.

1. 2. 3. 4. 5. 6. 7. 8. 9.

perfection consistency eliminating waste speed of delivery compliance with policies and procedures providing a good, usable product doing it right the first time delighting or pleasing customers total customers service and satisfaction

PRINCIPLES OF TQM:1. 2. 3. 4. 5. 6. 7.

Delight the customer People based management Continuous improvement Strong leadership Quality system measure & record Team work People oriented technology, speed.

FOUR CS OF TQM
1. 2. 3. 4.

Commitment Competence Communication Continuous improvement

FACTOR AFFECTED THE COMMITMENT OF THE EMPLOYEES

General worker attitude toward the company. General worker attitude toward the supervisor. Level of satisfaction toward job standard. The level of consideration the supervisor shows to his subordination. The workload & work pressure level. The treatment of individual by the management

The level of workers satisfaction with the salaries The level of worker pride in the company and its activity Job satisfaction level of the worker. Worker attitude toward the fellow worker.