Topic : TQM { Total Quality Management}

Submitted To:- Submitted By:-Mr. A.K.Verma ParneetDean & prof. of MCS 175 MBA

Quality is not an

act. It is a habit.

Business survival

now depends

upon quality

TQM

As defined by ISO:

"TQM is a management approach of 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."

Goal of TQM

“Do the right things right the first time, every

time.”

Principles of TQM

1. Quality can and must be managed.

2. Everyone has a customer and is a supplier.

3. Processes, not people are the problem.

4. Every employee is responsible for quality.

5. Problems must be prevented, not just fixed.

6. Quality must be measured.

7. Quality improvements must be continuous.

8. The quality standard is defect free.

9. Goals are based on requirements, not negotiated.

10.Life cycle costs, not front end costs.

11.Management must be involved and lead.

CHARACTERISTICS OF TQM

TQM is customer oriented. TQM requires a long term commitment for

continuous improvement of all processes. The success of TQM demands the leadership of top

management and continuous involvement. Responsibility for establishments and improvement of

systems lies with the management of an organization. TQM is a strategy for continuously improving

performance at all levels and in all areas of responsibility

TQM Model

Elements of TQM

EthicsIntegrityTrustTraining TeamworkLeadershipRecognitionCommunication

Advantages of TQM

Improved Operational PerformanceBetter Employee relations.Greater Customer satisfaction.Increased Financial performance.Problem Solving Tool.Reduction in Complaints & errors.Helps to focus clearly on the needs of market.Helps examine critically and continuously all

process to remove non – Productive activities and waste.

Reasons for failure of TQMShort term focus.Difficulty in transformation.No quick achievement.Inability to change the culture.Customized approach.Mis focused and limited.Lack of discipline.Fail to understand relationship.Ignore External Processes

Conclusion TQM will increase

productivity, will eliminate waste, reduce

non- conformances, optimize costs, increase

the profitability, will enrich the employees life and help the industry to

meet it’s societal obligations.