1. Objectives 4 Understand the concept of Total Quality Management (TQM) 4 Understand the broad philosophies put forward by the different “quality gurus”

2. Total Quality Management 4 A way of managing to improve the effectiveness, flexibility & competitiveness of a business as a whole 4 Involves whole companies getting organized in every department, every activity and every single person, at every level.

3. Total Quality Management 4 The method of removing waste by involving everyone in improving the way things are done.

4. Companies compete on... 4 Quality 4 Price 4 Delivery

5. Components of TQM 4 Commitment of the chief executive 4 Documentation 4 Statistical process control 4 Teamwork

6. Quality Gurus 4 People who took quality seriously and expounded their own theories of quality and quality management 4 Conceived in 1950s but popularized in 1970s and 1980s

7. Some quality gurus... 4 W Edwards Deming 4 Joseph Juran 4 Philip Crosby 4 Armand Feigenbaum