What is TQM?
Total customer satisfaction as the objective
Totality of functions
Total range of products and services offered by the
organisation
Addressing all aspects and dimensions of quality
Addressing the quality aspect in everything:
Products
Services
Processes
People
Resources
Interactions
..contd
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What is TQM?
Satisfying all customers internal & external
Addressing the total organisational issue of retaining
Totality of Functions
When any focussed job has to be done, the entire
.contd
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customer
However since usually there are many processes
involved in manufacture of any product or delivery of any
service there are many internal customers involved
Hence internal satisfaction if essential to achieve external
satisfaction
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them
Hence the need to develop technical and/or interaction skills of
employees specific to their jobs
Need to keep employees informed about related aspects such as:
Specific customer needs and/or expectations
Specific market developments and changes
Organisations mission and goals
Critical requirements/factors for quality
Processes that an employee may operate or interact with
Any employees specific roles, responsibilities and authorities
Metrics that are used to measure performance
Rules and regulations (statutory)
Values important to the organisation
.contd
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Organisational Culture
This is what ultimately inspires, guides and supports an
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leadership
Ultimately it is the leadership quality and the level of
commitment that will prevail
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