Definition Total Quality Management (TQM) is a management style that implies nonstop process of quality improvement of products, processes

and personnel work. W. Edwards Demings defines TQM as a philosophy which advocates four basic principles: (1) intense focus on customer satisfaction, (2) accurate measurement of activities, (3) continuous improvement of products and processes and (4) empowerment of people. Hence, it is a philosophy which applies equally to all parts of the firm which places the customer at the forefront of quality decision making while imposing crucial emphasis on the roles and responsibilities of every member of staff within an organization to influence such quality. Examples of companies implementing TQM are Jakel Silk House Company, Lipton Tea, Motorola, Ford Motor, and Toyota. History Quality Gurus Walter Shewart W. Edwards Deming Historical Events 1920 - Developed control charts and introduced the term quality assurance World War II - Developed courses to teach statistical qualitycontrol techniques to engineers and executives of companies that were military suppliers. After war - Began teaching statistical quality control to Japanese companies. 1954 - Followed Deming to Japan in 1954 and focused on strategic quality planning 1951- Introduced Total Quality Control concept and Continuous Quality Improvement. 1979 - Emphasized that costs of poor quality far outweigh the cost of preventing poor quality 1984 - Defined absolutes of quality managementconformance to requirements, prevention, and zero defects. Promoted use of quality circles, developed fishbone diagram and emphasized importance of internal customer

Joseph M. Juran Armand V. Feigenbaum Philip Crosby

Kaoru Ishikawa

Goal Doing the right things right the first time every time. Objectives 1. Total Customer Satisfaction Customer satisfaction is the major driver for a successful business. This can be achieved through the perseverance of quality of design (product features reliability, durability, ease of use) and quality of conformance (product free from any deficiencies. It focus on delivering highest value at lowest cost. 2. Continuous Improvements Quality improvement is a journey with no end. Customer satisfaction is not a onetime phase but an on-going continuous practice right from start to finish. The way things are done, or the 'process quality' is what forms the basis for 'product quality'.

Conclusion It can be concluded that TQM is based on the strategic plans of the company and expectations of its stakeholders by which the mission, vision and policies of the firm are consistent with those of TQM. Thus, adoption of TQM in a firm is necessary for building up strong pillars for them in competing in a particular market and remains sustainable against all odds. Since TQM is a way of working that involves everyone and putting high prominence on customer, cooperation of every personnel regardless of job function is crucial in determining successful implementation of TQM.