1. TOTAL QUALITY MANAGEMENT
UNIT -I
INTRODUCTION

2. TQM is the act of managing the whole to achieve excellence
INTRODUCTION
TQM is an enhancement to the traditional way of doing business. It analyzing three words like
T – Made up of the whole
Q – Degree of excellence a product/ service provides
M – Act , art (or) manner of handling, controlling, directing etc….
TQM is the act of managing the whole to achieve excellence

3. DEFINITION OF QUALITY Quality =P/E P = Performance E= Expectation
Quality is the totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs
Quality =P/E
P = Performance
E= Expectation

4. DEFINITION OF TQM
It means “ the organizations culture is defined by and supports the constant achievement of customer satisfaction through an integrated system of tools, techniques and training”.

5. CONTRIBUTIONS OF DEMING
Deming defines quality in terms of quality of design, quality of conformance and quality of the sales and service function. It has 14 principles on rout to quality

6. CONTRIBUTIONS OF DEMING
Create constancy of purpose toward improvement of product and service - with the aim to become competitive and to stay in business, and to provide jobs
Adopt the new philosophy - focus the customer satisfactions
To improve the process & reduce its cost
Identify the problems and work to improve the system. Management must locate and correct problems

7. Institute training on the job
Adopt & institute leadership
Drive out fear, so that everyone may work effectively for the company
Break down barriers between departments
Institute a vigorous program of education and self- improvement
Cease dependence on inspection to achieve quality