IT IS A PROCESS FOR CONTINUOUS IMPROVEMENT IN THE QUALITY BY ACHIEVING CUSTOMER SATISFACTION AND WITH ZERO DEFECTS IN THE QUALITY BY MEETING ORGANIZATIONAL OBJECTIVES.

1. TOTAL QUALITY
MANAGEMENT [TQM]

2. • Total quality management(TQM) is one of the measures to reduce non
conformance costs to maintain the good quality of the product in the
modern business environment.
• Non conformance costs are the costs that are incurred due to the quality
failures.
• It is an investment but not a cost as,
i. it intends to meet the objectives of the organization and the
expectations of the customers
ii. it aims for achieving zero defects in the quality

3. iii. by making continuous improvement in the quality
• Investment may be made in the following possible ways:
i. improving the production techniques to improve the quality
ii. ensuring customer satisfaction
iii. empowering employees
iv. by improving the commitment to quality from the management
v. by introducing the development programs for the employees
vi. monitoring performance

4. • For the successful implementation of TQM the following are the factors to be followed:
i. Commitment
ii. Culture
iii. Continuous improvement
iv. Co-operation
v. Customer focus
vi. Control
• W . Edwards Deming, the leading management thinker in the field of quality , has
developed a PDCA cycle to describe the activities to be performed to attain continuous
improvement in its operations.

5. • PDCA cycle has the following steps :
a. Plan - To establish the objectives and develop the action plans
b. Do - To implement the process planned
c. Check - To measure the effectiveness of the new process
d. Act - To take the corrective action
• Deming also suggested that the organization can achieve the continuous
improvement in the quality only when there is commitment from the top
management and given a 14 point methodology for this purpose :

6. Create constancy
of purpose towards
improvement
Adopt the new
philosophy
Cease dependence
on inspection
Move towards a
single supplier for
any single item
Improve constantly
and forever
Institute training
on the job
Institute
leadership
Drive out fear
Breakdown barriers
between
departments
Eliminate slogans
Eliminate
management by
objectives
Remove workmen
barriers
Institute education
and self
improvement
Transformation is
everyone’s job

7. • For implementation of TQM, the data is to be collected related to the organization’s current
reality.
• TQM would not be appropriate in case of weak administrative system, lack of managerial
skills, unstable funding or poor employee morale exist in the organization.
• Total Productive Maintenance(TPM) focuses on improving the quality of the equipment so that
the quality of the product increases.
• Connection between TQM and TPM :
i. Both improve customer satisfaction
ii. Involvement of workers is necessary
iii. Commitment from the top management is necessary
iv. Fundamental training and education is necessary