2. PRINCIPLES 4 PRINCIPLES OF TQM : 1.DELIGHT THE CUSTOMER 2.MANAGEMENT THE FACT 3.PEOPLE-BASED MANAGEMENT 4.CONTINOUS IMPROVEMENT

3. CORE CONCEPTS 8 CORE CONCEPT OF TQM ; 1.CUSTOMER SATISFACTION 2.INTERNAL CUSTOMERAS REAL 3.ALL WORK IN PROCESS 4.MEASUREMENT 5.TEAM WORK 6.PEOPLE MAKE QUALITY 7.CONTINOUS IMPROVEMENT CYCLE 8.PREVENTION

4. THE ROLE OF TQM THE BASIC ROLE OF TQM METHOD IN PROBLEM-SOLVING FOR QUALITY IMPROVEMENT IS TO HELP MEET CUSTOMER REQUIREMENTS. THE METHOD ALSO HELP TO GENERATE POSSIBLE ROOT CAUSES AND POTENTIAL SOLUTIONS, AND TO USE DATA AND INFORMATION TO SELECT THE BEST OPTIONS FOR MANAGING QUALITY.

5. THE ROLE OF TQM TO IMPLEMENT TQM, IT WILL BE NECESSARY TO APPLY THE METHODS IN EVERY ASPECT OF BUSINESS LIFE

6. FOUR CATEGORIES OF TQM 1.MANAGEMENT METHODS 2.ANALYTICAL METHODS 3.IDEA GENERATION 4.DATA COLLECTION, ANALYSIS AND DISPLAY

7. MANAGEMENT METHODS 1.ACCEPTABLE QUALITY METHOD 2.AFFINITY DIAGRAM 3.ARROW DIAGRAM 4.BENCHMARKING 5.COST-BENEFIT ANALYSIS 6.DEMING WHEEL (PDCA) 7.ISO 9000 8.PARETO ANALYSIS

8. ANALYTICAL METHODS 1.CAUSE AND EFFECT ANALYSIS 2.CRITICAL PATH ANALYSIS 3.FAILURE MODE AND EFFECT ANALYSIS (FMEA) 4.STRATIFICATION 5.TAGUCHI METHODS

9. IDEA GENERATION 1.BRAINSTROMING 2.MIND MAPPING 3.OPPORNUNITY ANALYSIS 4.SUGGESTION SCHEMES

10. DATA COLLECTION, ANALYSIS AND DISPLAY 1.BAR CHARTS 2.BASIC STATISTICS 3.CHECKSHEETS 4.FLOWCHARTS 5.HISTOGRAMS 6.P CHARTS 7. PROCESS ANALYSIS 8. TALLY CHARTS

11. DATA COLLECTION, ANALYSIS AND DISPLAY 9.STATISTICAL PROCESS CONTROL(spc) 10. TREE DIAGRAM