ACTIVITY NO.

1.What is total quality management?

Total quality management (TQM) consists of organization-wide efforts to install and make permanent a
climate in which an organization continuously improves its ability to deliver high-quality products and
services to customers. While there is no widely agreed-upon approach, TQM efforts typically draw heavily on
the previously developed tools and techniques ofquality control. TQM enjoyed widespread attention during
the late 1980s and early 1990s before being overshadowed byISO 9000, Lean manufacturing, and Six
Sigma.
2.Give atleast (3) elements and three steps in managing TQM effectively.
1. Ethics Ethics is the discipline concerned with good and bad in any situation. It is a two-faceted subject
represented by organizational and individual ethics. Organizational ethics establish a business code of ethics
that outlines guidelines that all employees are to adhere to in the performance of their work. Individual ethics
include personal rights or wrongs.
2. Integrity Integrity implies honesty, morals, values, fairness, and adherence to the facts and sincerity. The
characteristic is what customers (internal or external) expect and deserve to receive. People see the opposite
of integrity as duplicity. TQM will not work in an atmosphere of duplicity.
3. Trust Trust is a by-product of integrity and ethical conduct. Without trust, the framework of TQM cannot
be built. Trust fosters full participation of all members. It allows empowerment that encourages pride
ownership and it encourages commitment. It allows decision making at appropriate levels in the organization,
fosters individual risk-taking for continuous improvement and helps to ensure that measurements focus on
improvement of process and are not used to contend people. Trust is essential to ensure customer
satisfaction. So, trust builds the cooperative environment essential for TQM.
6. Develop Survey Tool
Next develop a customer satisfaction survey tool that is based on finding out what is important to customers.
For example, customers might care more about quality than cost but if you are developing a product and
trying to keep the cost down and skimping on the quality, you are creating a product that might not meet the
needs of the customer.
7. Survey Each Customer Group
Each customer group should have a survey customized to their particular requirements and they should be
surveyed to establish baseline data on the customers perception of current practice. This provides a starting
point for improvements and demonstrates progress as improvement plans are implemented.

8. Develop Improvement Plan

Once the baseline is established you should develop an improvement plan based on customer feedback
from each group. Improvement plans should be written in SMART goals format with assignments to specific
staff for follow through.

4. What is the relevance of TQM in public organization?

As a means of improving an organization's performance, the principles of Total Quality Management (TQM) have been
widely utilized by the public sector since the end of 1980s. Through this management approach, most organizations in
the public sector have sought two major purposes: first, to reconfigure administrative systems in ways that might improve
public services; and second, to establish a streamlined operation in order to increase efficiency and effectiveness of their
performance.^ After a decade, however, the impact of TQM operation in terms of performance improvement and related
benefits are still elusive. This ambiguity comes largely from the absence of empirically-based performance assessment
and measurement of public organizations' TQM operation. In addition, lack of a common performance measurement
system and indicators also contribute to the controversy.^ This study investigates possible factors affecting successful
TQM operation as a means of organizational performance improvement in three different government organization
types--federal, state, and military.