Sub-System No where is the philosophy of “Customer is King” is

more prevalent than in TQM.

Q The sub systems include all the organisational functions
U in the life cycle of a product such as
Essentials of TQM
A • Design
L To adopt and initiate. TQM with any organization, an
I • Planning understanding of the key elements is essential. These
T elements that form the essential core of the TQM
Y • Production philosophy and help change the attitude and culture within
the organization are:
• Distribution
T • Customer satisfaction
O • Field service
O • Leadership
The good bearing structure is customer satisfaction.
L
The watch word is continuous improvement. • Quality policy
S
• The cost of quality as the measure of non-quality (not • Organizational structure
meeting customer requirements) and a measure of how
the quality process is progressing. • Employee involvement

• Enabling mechanisms of change, including training and • Quality cost

education, communication, recognition, management • Supplier selection and development
behaviour, team work and customer satisfaction
programs. Principles of TQM
• Implementing TQM by The key principles of TQM are as following

• defining the mission Management Commitment

• Plan (drive, direct)
• identifying the output
• Do (deploy, support, participate)
• identifying the customers
• Check (review)
• negotiating customer requirements
• Act (recognize, communicate, revise)
developing a 'supplier satisfaction' that deals customer
Employee Empowerment
objectives and determining the activities required to fulfill
those objectives. • Training
Management behaviour includes • Suggestion scheme

• Acting as role model • Measurement and recognition

• Use of quality
• Processes and tools
• Encouraging communication
• Sponsoring feedback activities and fostering
• Providing a supporting environment.
Basic to the concept of TQM is the notion that quality is
essential in all functions of business, not just
manufacturing.
• Excellence teams
Fact Based Decision Making
• SPC (statistical process control)
• DOE (Design of Experiments),
FMEA (Failure Model and Effects Analysis)
• The 7 statistical quality tools
• TOPS (FORD 8D - Team Oriented Problem Solving)
Continuous Improvement

Companies that commit to the concept of TQM apply • Systematic measurement and focus on CONQ
quality improvement techniques in almost every area of • Excellence teams
• Product development • Cross-functional process management

• Manufacturing, distribution • Attain, maintain, improve standards

Customer Focus
• Administration
• Supplier partnership
• Customer service.
• Service relationship with internal customers

142 Employability Skills - (NSQF) Quality Tools : Theory 2.5.64

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