1. TQM TOTAL QUALITY MANAGEMENT

2. T otal quality management is a systemic approach to productivity improvement using qualitative and quantitative methods and involving all stakeholders to continuously improve the quality of all products and services. TQM

3. TQM IS PURE PRAGMATISM (HUTCHINS, ACHIEVE TOTAL QUALITY,1992) TQM IS NOT A DESTINATION BUT A JOURNEY TOWARDS IMPROVEMENT ( HUNT, MANAGING FOR QUALITY,1991)

4. TQM IS THE SET OF MANAGEMENT PROCESSES AND SYSTEMS THAT CREATE DELIGHTED CUSTOMERS THROUGH EMPOWERED EMPLOYEES, LEADING TO HIGHER REVENUES & LOWER COST THE JURAN INSTITUTE, Inc.

5. TQM It is the process of individual & organizational development the purpose of which is to increase the level of satisfaction of all the stakeholders PIKE, R J BARNES

6. WHY TQM?

7. B/C IT IS FOR BENEFIT OF ALL STAKEHOLDERS INTERNAL SATKEHOLDER EXTERNAL STAKEHOLDER

8. COMPONENTS OF TQM 1.PRICE REDUCTION 2.CUSTOMER SATISFACTION 3.INVOLVEMENT OF EVERYONE 4.CONTINUOUS QUALITY IMPROVEMENT 5.LEADERSHIP

9. COMPONENTS OF TQM (ROVER GROUP)

10. PRICE REDUCTION COST AN ESSENTIAL ELEMENT OF TQM CROSBY PHILOSPHY QUALITY IS FREE QLTY IS THE RIGHT OF CUSTOMER

11. Who determines quality ? THE CUSTOMER If the customer does not perceive you as offering quality service you are not.

12. Customer Focus CUSTMER IS GOD (CHINESE SAYING)

13. PERCEPTION IS TRUTH

14. INVOLVEMENT OF EVERYONE

15. CONTINUOUS IMPROVEMENT Improve each and everyday - Do not focus on problems, focus on improvements. IF YOU’RE NOT PART OF THE SOLUTION, YOU’RE PART OF THE PROBLEM.

16. CONTINUOUS IMPROVEMENT Customers are not interested in excuses, they’re interested in results. Be proactive - because if you don’t someone else will. Ishikawa Says The organization which does not make a change in the 06 months is a dead organizations

17. CONTINUOUS IMPROVEMENT KAIZEN JAPANESE SYNONYM FOR CQI THE FAMOUS HADITH “HE WAS DESTROYED WHOSE PAST WAS NOT BETTER THAN HIS YESTERDAY ”

18. LEADERSHIP NO EFFORT FOR QUALITY IMPROVEMENT CAN SUCCEED WITHOUT COMMITMENT OF TOP MANAGEMENT

19. LEADERSHIP A NATION WITHOUT LEADERSHIP IS THE HERD OF SWINE EINSTEIN