1. Total Quality Management
Total quality Management revolves around three main theme:
The Customer
The Process
The People
Company’s vision, mission and management commitment bind the customer, process and people into an integrated whole.
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2. Total Quality Management
Vision: What the company want to be?
Mission: Lays out the company’s strategic focus
Every employee should understand the company’s vision and mission so that individual efforts should contribute to the company’s mission
Quality Policy is the company’s road map and it indicates what is to be done. Procedures and processes indicate how is to be done, where and when and who is do it
Management commitment should exist at all level
Top management envisions the strategy and creates policy
Middle management works on implementation
Operational management use appropriate quality management tools and techniques
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3. TQM: Customer Focus Internal and External Customers
Customer need and expectations
Quality of products and services and warranty policies offered by the competitors directly influence customer expectations
Truthful advertisement can shape the public’s expectations
Difference between customer’s expectations and satisfaction
Customer survey can help to determine discrepancies between expectations and satisfaction
Gap analysis: taking measures to eliminate discrepancies
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4. TQM: The Process
Management is responsible to analyze the process to continuous improvement
Self-Directed Cross-functional Teams:
Cross-functional Teams generating alternative feasible solutions
Self-directed teams given authority to make decisions and make appropriate changes in the process
Integrating vendors into the process improves the vendors products which leads to better final products.
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5. TQM: The People Human capital – organization’s most important asset
Empowerment involves employees in the decision making process so that they take ownership of their work and the process
Individual find better ways to do a job which source of pride and leads towards motivation
Elimination of redundant or non-value added tasks or combining operations
Open Channel Communication
Empower people to break down interdepartmental barriers
Interaction between marketing and product design departments are imperative to incorporate customer need into the product.
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6. TQM: The Organizational Culture
Culture is the beliefs, values, norms, and rules that prevail within organization
How is business conducted?
How does management behaves?
How are employees treated?
What gets rewarded?
How does the reward system work?
How is input sought?
How important are ethics?
What is social responsibility of the company?
One culture may embrace a participative style of management that empowers its employees and delights the customer with innovative and timely products, another culture may choose short-term profit over responsibility to the community at large
GE enormous contribution to support education, the arts, the environment, and human services organizations worldwide
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7. Features of a TQM Model Customer needs and expectations
Difference between customers expectations and satisfaction
Customer
Company vision and mission
Management Commitment
People
Process
Organization Culture
Empowerment
Open channel communication
Self-directed cross functional teams
Process analysis and continuous improvement
Integration of vendors
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Source: Fundamentals of Quality Control and Improvement by Amitava Mitra

8. Xerox Corporation – Leadership Through Quality
Case Study
Xerox Corporation – Leadership Through Quality
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