1. TQM Total Quality Management Eng. Mohammed AL HADDAD Dr
TQM Total Quality Management Eng. Mohammed AL HADDAD Dr. Nabil Al-Sawalhi

2. 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

3. Changing Views of Quality

4. 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.

5. Changing Views of Quality

6. 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.

7. 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.

8. 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.

9. 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.

10. Basic components of TQM

11. 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

12. Elements of TQM

13. 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.

14. 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