2. TOTAL- Made up of the whole.
QUALITY- Degree of excellence a product
or services provide.
MANAGEMENT- Act ,Art or manner of
planning , directing , controlling...

3.  Total quality management means that organization culture
is defined by and supports the constant attainment of
customer satisfaction through an integrated system of tools
, techniques , and training.
 It involves the continuous improvement of organizational
processes , resulting in high quality product and services.

4. Do it right the first time.
Be customer oriented.
Make continuous improvement a way of life.
Build teamwork and empowerment.

5.  The ‘fix it in’ approach to quality.
 The ‘inspect in it’ approach to quality.
 The ‘build it in’ approach to quality.
 The ‘design it in’ approach to quality.

6.  To meet the experience of both internal and external
customers
• Being customer oriented means
1. Anticipating the customers need.
2. Listening to customer.
3. Learning how to satisfy the customer.
4. Responding appropriately to the customer.

7.  The Japanese word for ‘continuous improvement’ is
‘KAIZEN’ which means improving the overall system by
constantly improving the little details
• 4 ways of achieving improvement
1. Improved product and service quality.
2. Faster cycle time.
3. Greater flexibility.
4. Lower cost and les waste.

8.  TQM is build around employees, their needs,
aspirations and expectation.
 Allows employees to exploit their potential to the
fullest.
 Empowerment takes place when employees are
properly trained and are provided relevant info.
 It is employee driven.

9. Benchmarking
Quality circles
Empowerment
Outsourcing
Reduced cycle time

10.  It is a continuous process of measuring products ,
services and practices against the toughest
competitors.
 It s not one shot deal because industry practices
constant changes.
 Companies such as HDFC , IFB , INFOSYS , JINDAL , SRF ,
TELCO HAVE successfully applied competitive
benchmarking to meet raising expectation of customer.

11.  It is a small group of employees who meet periodically
to identify , analyze ,and solve quality and other work
related problems in their area
• Features
1. Voluntary group
2. Manageable size
3. Regular meetings
4. Own agenda
5. Exclusive focus on quality

12. Empowerment is an authority to take decision
within one’s area of operation without getting
approval from anyone else.
The employees are given not just authority
but resources as well as that they not only
take decisions but implement them quickly.

13. The contracting out of a company’s in-house
function to a preferred vendor with a high
quality level in a particular task area is known
as OUTSOURCING
For e.g:- HRM , inventory management ,
warehousing , designing etc.

14. Cycle time refers to the steps taken to complete a
company process such as designing a new
car, publishing a new title , etc.
It involves removal of unnecessary steps in the
process and acceleration of activities within a
shorter time frame.