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TOTAL QUALITY MANAGEMENT

What is QUALITY?
The standard of something as measured against other things of
a similar kind; the degree of excellence of something.
A distinctive attribute or characteristic possessed by someone

or something.

INTRODUCTION TO TQM
What is TQM?
TQM is the integration of all functions and processes within an
organization in order to achieve continuous improvement of the
quality of goods and services. The goal is customer
satisfaction.

No doubt , humans are always deficient


(Al-Quran)

DEFINITION OF TQM
TQM is the art of managing the whole to achieve excellence.
TQM is a philosophy and a set of guiding principles that

represent the foundation of a continually improving firm.


Total Quality Management (TQM) is a comprehensive and

structured approach to organizational management that seeks to


improve the quality of products and services through ongoing
refinements in response to continuous feedback.

BASIC CONCEPTS
1) A committed and Involved management to provide long term,

top to bottom organizational support.


) Management participation in the quality program.
) Quality goals are included in the business plan.
) TQM is a continued activity and communicated to all people in

the organization.

BASIC CONCEPTS
2) An unwavering focus on the customer, both internally

and externally.
) The key in TQM is to focus on the customer.
) Satisfaction of customers.
) Listen Voice of the customer, and emphasize on design quality

and prevent defect.

BASIC CONCEPTS
3) Effective involvement and utilization of the entire work force.
) All personnel must be trained in TQM, statistical Process

Control.
) Changing behavior is the goal
) The personnel must think how to improve their job.

BASIC CONCEPTS
4) Continues improvement of the business and production

process.
) There must be a continual striving for the improvement of all

business processes.
) Quality improvement projects

) Technical techniques such as bench marking, quality function

deployment.

BASIC CONCEPTS
5) Treating suppliers as partners.
) The supplier quality must be outstanding.
) A partnering relationship rather than adversarial one.
) Both parties have a much to gain or loss based on the success

and failure of the product.


) Suppliers should be few in number so that true partnering can

occur.

BASIC CONCEPTS
6) Establish performance measures for the processes.
) Quantitative data are necessary to measure continuous quality
improvement activity.
) Measures should be posted for every one to see.

) Increasing productivity and lowering the cost

Obstacles to TQM
1.

Lack of management commitment

2.

Inability to change organization culture

3.

Improper planning

Obstacles to TQM
4.

Lack of continuous training and education

5.

Incompatible Org structure & isolated departments and


individuals

6.

Ineffective measurement techniques

Obstacles to TQM
7. Paying inadequate attention to customers

8. Inadequate use of empowerment and teamwork

9. Failure to continually improve