Meaning of Total Quality Management


Meaning of TQM :-

Total Quality Management (TQM) refers to a structured process aimed at enhancing customer satisfaction through the improvement of a company's output (goods and services) and internal processes.

Total Quality Management(TQM)

The word "total" conveys the idea that all employees, throughout every function and level of organization, pursue quality.

The word "quality" suggests excellence in every aspect of the organization.

"Management" refers to the pursuit of quality results through a quality management process, including strategic, design, manufacturing, and finance processes.

Features of  Total Quality Management

1.Focus on Customer

2. Continuous Improvement

3. Employee Involvement

4. Communication

5. Process Centered

6. Integrated System

6 Cs of TQM

- Control

- Commitment

- Culture

- Continuous improvement

- Cooperation

- Customer focus

How to Implement Total Quality Management?

• Customer Focused

• Total Employee Involvement

• Process Centered

Strategic and Systematic Approach

• Continuous Improvement

• Fact-based Decision Making

• Communications

The Key Elements of Total Quality Management

- Tools & Techniques

- Planning & organisation

- Commitment & leadership of Top management

- Education & Training

- TQM Approach

- Involvement

- Teamwork

- Measuring & Feedback

- Working Together

The four phases of TQM

Phase1 recognition of the need for a total quality management system

Phase2 designing and implementing the process

Phase3 achieving technical excellence

Phase4 developing a metaphysical understanding of the customer

Advantages of total quality management 

- increased organizational awareness;

- increased appreciation of the links between processes and

performance;

- increased efficiency;

- improved communications;

- improved employee performance;

- improved operational systems;

- improved external relationships;

- improved reputation;

- opening potential new markets.

Disadvantages of TQM

Requires strong leadership - often missing in a business

• Substantial investment in training & support - but return on investment not immediate

• May become bureaucratic

• Disruption and costs may outweigh benefits