Total Quality Management

TQM-Definition
Total quality management (TQM) is defined in ISO 8402 as the: Management approach of 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 society. Developed by an American, W. Edwards Deming W. Edwards Deming

Elements of TQM :
1. Centered on quality 2. Participation of all its members 3. Long term success through satisfaction 4. Continuous improvement

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Objectives of TQM :
1. Meeting the customer requirements. 2. Quality improvement at every level. 3. TQM aims at prevention of defects rather than rectifying them once they have occurred.

Steps in implementing TQM :

1. The company reviews the needs of its customers. 2. The company plans the activities. 3. The company establishes and stabilizes the processes required to deliver the products and services needed by the customer. 4. The company implements systems. 5. Steps 1-4 constitute a cycle, and may be iterated indefinitely.

Deming's 14 principles of TQM :

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. Constancy of purpose Adopt the new philosophy Dont rely on mass inspection Dont award business on price Constant Improvement Training Leadership Drive out fear Break down barriers between departments Eliminate slogans and Remove barriers to pride of workmanship Eliminate numerical quotas/targets Education and self-improvement Put everybody in the company to accomplish the transformation

Barriers to TQM implementation :

1. 2. 3. 4. 5. Non-committed management Difficulty in changing organizational culture Improper planning Insufficient training and education Improper organizational structure and lack coordination of departments and individuals: 6. Difficulty in accessing data/results 7. Lack of properly understanding customers

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Advantages of TQM :
1. 2. 3. 4. 5. 6. Improvement in product quality. Improvement in product design. Improvement in product service. Improvement in market place acceptance. It makes the company a leader not a follower. Customers are benefited by having fewer problems with the product, good customer care etc. 7. Company is benefited by better quality product at reduced cost, good productivity, improved profitability, reduced quality etc.

Disadvantages :
1. Time needed for implementing TQM is lengthy. 2. Initial cost is more as it involves training of workers, interrupting work. 3. Benefits may not be seen for several years. 4. Workers may feel resistant to change and hence they will insecure about their job.

Quality
Quality is defined as fitness for purpose. Factors affecting quality : 1. 2. 3. 4. 5. 6. 7. Markets Men Money Management Materials Methods Machines