Learning Objectives By the end of this section you should be able to explain:  Define TQM and its importance  Principles of TQM  What is six sigma of TQM  Implementation of TQM

Quality  Quality can be defined as a measure of excellence or a state of being free of defects and deficiencies.  There is no single universal definition of quality. Some people view quality as “performance to standards.” Others view it as “meeting the customer’s needs” or “satisfying the customer.”

TQM  An integrated effort designed to improve quality performance at every level of the organization. In other words  Total Quality Management is a management approach that tries to achieve and sustain long term organizational success by encouraging employee feedback and participation, satisfying customer needs and expectations, respecting societal values and beliefs, and obeying governmental statutes and regulations.

Five Pillars of TQM  PRODUCT  PROCESS  SYSTEM  PEOPLE  LEADERSHIP

 Product is the focal point for organization purpose and achievement.  Quality in the product is impossible without quality in the process.  Quality in the process is impossible without the right organization.  The right organization is meaningless without the proper leadership.  Strong, bottom-up commitment is the support pillar for all the rest.  Each pillar depends upon the other four, and if one is weak all are

Principles of TQM  Customer focus  Leadership driven  Involvement of people  Process approach  System approach to management  Continual improvement  Factual approach to decision making  Mutually beneficial supplier relationship

6 C’s of TQM 1. Commitment from Employees 2. Quality Improvement Culture 3. Continuous Improvement in Process 4. Co-operation from Employees 5. Focus on Customer Requirements 6. Effective Control shall be laid down

IMPLEMENTATION  Plan. Establish objectives and develop the plans to achieve them.  Do. Put the plans into action.  Check. Measure the results of the actions; that is, is the planned action working, or were the objectives met?  Act (or Adjust). Learn from the results of the third (check) step, make any necessary changes to the plans, and repeat the cycle.

Summary

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