INTRODUCTION

TQM is the way of managing for future, and is far wider in its application than just
assuring product or service quality. It is way of managing people and business processes to
ensure complete customer satisfaction at every stage, internally and externally. TQM, combined
with effective leadership, results in an organization doing the right things right, first time.
The core of TQM is the customer-supplier interfaces, both externally and internally, and
at each interface lie a number of processes. This core must be surrounded by commitment to
quality, communication of the quality message, and recognition of the need to change the culture
of the organization to create total quality. There are the foundations of TQMby the key
management functions of people, processes and systems in the organization. This section
discusses each of these elements that, together, can make a total quality organization other
sections explain people, processes and systems in greater detail, all having the essential themes
of commitment, culture and communication running through them.
Total - made up of the whole
Quality- degree of excellence a product or service provides
Management- act, art or manner of planning, controlling, directing.
Therefore TQM is the art of managing the whole to achieve excellence.

Meaning:TQM is an integrated organizational approach in delighting customer (both external and

external) by meeting their expectations on a continuous basis through everyone involve with the
organizational working on continuous improvement in all product/processes along with proper
problem solving methodology.
TQM will increase productivity, will eliminate wastes, reduction-conformances, optimize
costs, increase the profitability, will enrich the employees life and will help the industries to meet
its societal obligation.
Total Quality Management is marathon and not a sprint.
TO DELIVER HIGHEST VALUE AT THE LOWEST COST is the main objective of TQM.

Definition:Total Quality Management (TQM) is a management approach for an organization,

centered on quality, based on the participation of all its members and aiming at long-term success
through customer satisfaction, and benefits to all members of the organization and to society.
TQM is a business management strategy aimed at embedding awareness of quality in all
organizational processes. TQM has been widely use for manufacturing education, call centers,
government and service industries as well as NASA space and science programs.

BASIC CONCEPT INVOLVES IN TQM

Top level support for TQM: Support for total quality management must be at the
highest level of management. Management commitment to TQM principles and methods
& long term quality plans for organization.

Focus on the Customer/Client (internal & external): Customer/client

requirements should be considered as the top priority, and it is important to always
remember that it is the customer who defines what quality is keep the customer satisfied
at all time.

Involve all the employees in the organization in the quality process:

Quality at all levels of the work force. While you work in centric to the application of
TQM, it is very important to make your employees understand how the quality process
works, for they are the ones who will create/sustain quality, and not you.

Continuously improve the quality process: Continuous improvement of the

production/business process. A very critical concept in TQM is to continuously enhance
and refine your quality process.

Have a close relationship with your suppliers:

Measure the performance of your quality process: Establish performance

Treating supplier as
partners.Treat them as it they were partners to your company, this will better involve
them in your quality process, and they will start appreciating and respecting your work on
TQM, and they will work with you towards achieving your goals when it comes to
enhancing quality.

measures for the processes. Use tools to track your quality process and measure its
performance to see if there is any improvement needed. This point relates to point #4
above.

PRINCIPLES OF TOTAL QUALITY MANAGEMENT

Total quality management (TQM) is an approach that organizations use to improve their
internal processes and increased customer satisfaction. When it is properly implemented, this

style of management can lead to decreased costs related to corrective or preventive maintenance,
better overall performance, and an increased number of happy and loyal customers.
However, TQM is not something that happens overnight. While there are a number of
software solution that will help organizations quickly start to implement a quality management
system, there are some underlying philosophies that the company must integrate throughout
every department of the company and at every level of management. Whatever other resources
you use, you should adopt these seven important principles of Total Quality Management as a
foundation for all your activities.
Following are the 7 important principles of Total Quality Management are as below:

1. Quality can and must be managed:

Many companies have wallowed in a repetitive cycle of chaos and customer complaints.
They believe that their operations are simply too large to effectively manage the level of quality.
The first step in the TQM process, then, is to realize there is a problem and that it can be
controlled.

2. Processes, not people, are the problem:

If your process is causing problems, it wont matter how many times you hire new employees or
how many training sessions you put them through. Correct the process and then train your people
on these new procedures.

3. Dont treat symptoms, look for the cure:

If you just patch over the underlying problems in the process, you will never be able to fully
reach your potential. If, for example, your shipping department is falling behind, you may find
that it is because of holdups in manufacturing. Go for the source to correct the problem.

4. Every employee is responsible for quality:

Everyone in the company, from the workers on the line to the upper management, must realize
that they have an important part to play in ensuring high levels of quality in their products and
services. Everyone has a customer to delight, and they must all step up and take responsibility for
them.

5. Quality must be measurable:

A quality management system is only effective when you can quantify the results. You need to
see how the process is implemented and if it is having the desired effect. This will help you set
your goals for the future and ensure that every department is working toward the same result.

6. Quality improvements must be continuous:

Total Quality Management is not something that can be done once and then forgotten. Its not a
management phase that will end after a problem has been corrected. Real improvements must
occur frequently and continually in order to increase customer satisfaction and loyalty.

7. Quality is a long-term investment:

Quality management is not a quick fix. You can purchase QMS software that will help you get
things started, but you should understand that real results wont occur immediately. TQM is a
long-term investment, and it is designed to help you find long-term success.
Before you start looking for any kind of quality management software, it is important to make
sure you are capable of implementing these fundamental principles throughout the company.
This kind of management style can be a huge culture change in some companies, and sometimes
the shift can come with some growing pains, but if you build on a foundation of quality
principles, you will be equipped to make this change and start working toward real long-term
success.

ADVANTAGES OF TOTAL QUALITY MANAGEMENT

Help to focus clearly on the needs of the market.
Facilitate to aspire for top quality performer.
Channelizes the procedure necessary to achieve quality performance.

 Helps examine critically and continuously all processes remove non-productive activities
and waste.
Gears organization to fully understand the competition and develop an effective
combating strategy.
Helps develop good procedures for communication.
Helps revive the process needed to develop the strategy of never ending improvement.
Make the company recession proof
Secure profits for the benefit of all employees
Build quality into products that always satisfy customers
Establish a company whose corporate health and character allows its steady growth
Create a cheerful workplace and show respect for humanity
Upgrade quality of products
Nurturing human resources

TQM Implementation
A successful TQM implementation is a product of disciplined management approach that
includes:

A systematic approach
There must be a permanent management process.
Management must believe in TQM
Each person should take personal leadership
Implement continuous improvement process
Employees involvement
rewards

5 PILLARS OF TQM

(1)
(2)
(3)
(4)
(5)

Many companies have implemented TQM and have reaped the benefits of it. They have
compared TQM as the temple.
The foundation if it is considered as the employees. Further foundation is the quality
management.
The 5 pillars are as follows:
Total employees involvement (TEI)
Policy of the management made along with all the employees.
Standardization of all the matters such as components, processes, tools, etc.
Training: no understanding of culture, system, methods, processes, 7 QC tools is
possible to implement TQM unless the proper training is provided to all the employees.
Here all the employees from the top person to the bottom most person has to be involved.
Kaizen: many consultants have indicated that Kaizen is the heart of the implementation
of TQM culture.
If the above foundation and pillars are constructed by management properly the temple of
TQM can be created by the management. Otherwise it is difficult for management to
implement TQM.

3 MAIN PARTS OF TQM

Total quality management (TQM) process and structure can be divided in three parts as follows:

(1) Total employee involvement (TEI)

(2) Just in time / waste elimination (JIT)
(3) Total quality control (TQO)
These are decided by all the employees of the company by the method of consensus.

(1) Total Employee Involvement (TEI):

The basic thinking is that human should not be considered as robot or machine. They
should be treated with respect and consideration. An organization has number of people working
for a purpose. Every person has important role to play.
Organization will be most effective if all employees work together and harmoniously, to
achieve common goal.
TEI is achieved through following methods:
a. Kaizen and House Keeping: At level of individual employee.
b. SGA, Quality Circles: small group activity to tackle pain area in the inter
department issues.
c. KBP / BPR: key business process to tackle pain area in the management or at
the corporate functional area.

KBP or BPR: Key Business process or Business process re-engineering is the activity
conducted at senior management level to tackle pain areas at the total company level. There are
issues, which cannot be resolved, which are interdepartmental cases. There can be series of
activities and need functional expertise. Some examples of BPR are as follows:
a) Development of new products, new processes, new markets.
b) Eliminating interdepartmental problems, excess documentation: material
movement.
c) Faster development/ introduction of new products.
d) Direct approach to customer, new business developments, capital
investment.

(2) JUST IN TIME (JIT):

A structural approach in the manufacturing organization is focused on improving
timeliness, quality and flexibility utilizing various methods simplification and waste reduction.
At all the stages where the material waits is the pipeline in the factory. This waiting has to be

avoided. This pipeline start from material receiving in the factory to material goes out of factory.
That has to be eliminated.
Example in a manufacturing plant of well known automobile company parts for assembly
arrive by number of trains every morning and the parts go directly to assembly shop and not to
warehouse. There is no warehouse to keep so many parts. There are number of plants like that all
over the world.
JIT is covered in separate chapter further since it is major and important topic.

(3) Total quality control (TQC):

Total Quality Control is applicable to all the functions. Quality at work service, information,
process, divisional units, people, system & company has to be maintained at minimum cost.
Find facts & problems. Use 7QC tools apply statistical problem solving techniques.
Continuously improve (PDCA)
7QC tools:Stratify data
Pareto diagram
Caused effect diagram
Histrgram