Total Quality Management an approach to delight the client through service. Quality service delivery mainly depends on knowledge,skill and attitude of the employee. Being an employee it is mandatory for everyone to develop himself or herself as a branded service provider

3. Presented by-
Khan Md. Mainul Hoque
Training Specialist
NAEM,Dhaka

4. W. Edwards Deming
Born:1900
Died 1993
Engineer & Physicist

6. BACKGROUND
Total Quality Management concept
was developed by a number of
Japanese firms in the decades of 1950s
and 1960s.

7. CON…
TQM approach comes from the teaching
and inculcate in the field level by such
quality leaders like Philip B. Crosby,
Armand V. Feigenbaum, Kaoru
Ishikawa.

8. COMMENT
Japanese flower never meant to
grow on rocky American ground.

9. THREE CONCEPTS
Total= Everyone/Every component is
involved
Quality=Continuously improving the
service to delight customer
Management= With data and profound
knowledge

10. TOTAL:
SUPPLIER PRODUCER
CUSTOMER
Input Process Output Outcome
Impact

11. Do you think
Quality is Free?

12. Considering factor………
Higher service charge for
better product or service

13. A JOURNEY WITHOUT
END
“ IN THE RAcE fOR QUAlITY
THERE Is NO fINAl”

14. QUALITY IS AN ATTRIBUTE
Quality: Continuous customer
satisfaction.
Quality is representative of a culture
A=Accuracy
B=Brevity
C=Clarity T= Timeliness
Wisdom + Dedication + Unity + Spirit
=Success

16. Management in all business and
organizational activities is the act of
getting people together to accomplish
desired goals and objectives using
available resources efficiently and
effectively.
Management comprises planning,
organizing, staffing, leading or directing,
and controlling an organization
A group of one or more people or entities
or effort for the purpose of
accomplishing a goal.

17. DEFINITION OF TQM:
Total quality management is
the integration of all functions
and process within an
organization in order to
achieve continuous
improvement of the quality of
goods and services.

18. Total Quality Management or
TQM is an integrative
philosophy of Management for
continuously improving the
quality of products, service
and process

19. FOR STANDARDIZATION STANDARD
ISO 8402:199
TQM is a 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

20. Why people can't show desired
performance?

21. PEOPLE DON’T BEHAVE OR PERFORM FOR
MANY REASONS
Reasons Means of Solution
1. They don’t know
how or when to
perform
2. They aren’t
motivated
3. They are
prevented by the
organization
1. Knowledge and
Skill
2. Motivation
3. Friendly
organizational
environment

22. GOAL OF TQM
Maximum satisfaction of clients/
customers/beneficiary.
Minimum Requirement
Satisfaction
Delight….Delight…
Delight……

24. NON COMPLIANCE OF PERSONAL
QUALITY
Late for meeting office or appointment
Search for something misplaced or lost
Delayed return to phone call or reply to
letter
Missing a chance to clean

25. TALENT MANAGEMENT
Talent + Competency + Leadership
Knowledge Skill Attitude

26. TYPES OF COMPETENCY
Knowledge: Information and
understanding needed to fulfill
responsibilities
Know Understand
ImplementDecision

27. CON..
Skill: Acquired ability or experience
needed to fulfill responsibilities
Attitude: Way of thinking or
behavior needed to fulfill
responsibilities

28. SKILL
People don’t perform due to lack
of skills.
Hard skill: Training is related
regarding hard skill.
Being a teacher, teaching skill
is hard skill.

29. CON..
Soft skill: Soft skills include our ability
to listen well, Communicate effectively,
be positive, handle conflict, accept
responsibility, show respect, build trust,
work well with others, manage time
effectively, accept criticism, work under
pressure, be likeable and demonstrate
manners.

30. QUALITY IN ALL ITS POSSIBLE DIMENSIONS
Dimensions of
Quality
Relevant Expressions
Getting License Did you get the license? Yes, I got it.
Cost of Getting
it
Oh ! I had to pay Taka 30,000 for it as bribe.
But you will be astonished to know that
actual fee is only 1000 taka
How and When
Delivered
Oh! I had to wait for long six months for it.
In citizen charter it is written there only 15
days.

31. Safety in tender dropping
Oh ! Few officers wanted to have
a fair competition in the tender
but I didn’t submit because I
was threatened by some goons
and guns.

32. BASIC PRINCIPLES OF TQM
1.1 Continuous improvement
1.2 PDCA
1.3 Speak with facts and
data
1.4 Standardization

35. CON..
1.5 Prioritization
1.6 Visualization
1.7 Client focus
1.8 Participation by all
1.9 Respect humanity

36. MAIN COMPONENTS
There are three components in
TQM:
Quality assurance
Quality control
 Quality improvement.

37. IMPROVE PROCESS TO REDUCE DEFECTS

38. TIPS FOR TQM
Every is a key word in TQM:
Improving everything that
everyone does in every aspect of
the organization in every
department, every minute of
every day

39. SMALL, SMALL, CONTINUAL IMPROVEMENTS

40. EVOLUTION RATHER THAN
REVOLUTION:
Continually making small, 1%
improvements to 100 things is more
effective, less disruptive and more
sustainable than improving one
thing by 100% when the need
becomes unavoidable

41. TEAM SPIRIT/INVOLVEMENT
Everyone involved in a process or
activity, however apparently
insignificant, has valuable
knowledge and participates in a
working team

42. RESPECT
HUMANITY
Everyone is expected to
participate, analyzing, providing
feedback and suggesting
improvements to their area of
work

43. EMPOWER TO
PARTICIPATE
Every employee is fully in
the improvement process:
taking responsibility,
checking and co-coordinating
their own activities.
Management practice
enables and facilitates this.

44. FUNDAMENTAL ELEMENTS OF QUALITY
MANAGEMENT:
PROMOTE CUSTOMER FOCUSED
SERVICE
INVOLVEMENT (TEAMWORK)
USE PERFORMANCE MEASURE
FOCUS ON RESULT
RELY ON DATA COLLECTION AND
INTERPRETATION
SUPPORT MANAGEMENT THAT IS
BASED ON FACTS
INVOLVE EFFICIENT AND EFFECTIVE
RESOURCE ALLOCATION AND
MANAGEMENT

45. UTILIZATION:
Top Management Support
Implementation of Strategic Plan on
Quality
Focusing on Customer
Emphasizing Quality Assurance
Fostering Team Work
Establishing Performance Measurement
Providing Training and Recognition
Motivation

46. BIT-BY-BIT CONTINUAL IMPROVEMENTS

47. TIPS FOR THINKING
 Present the Right Image
 Do Good Work
 Develop a Healthy
Network
 Continue Upgrading
Your Skill
 Refrain from
Humiliating Your
Colleague
 Find a Mentor
Consider Lateral
Career Moves
Stay Visible
Learn the Power
Structure
Don’t stay too long
in a same position
Support Your Boss

48.  Good
Better
Best
Never Takes Rest

49. Take Care of your
QualiTy
QualiTy will ProTeCT
yourself