Total quality management (TQM)

The basis of TQM is to reduce the errors produced

during the manufacturing or service process,
increase customer satisfaction and ensure workers
have the highest level of training.
A managerial approach which focuses on quality
and aims to improve the effectiveness of the
business involving every department, activity and
individual.
It is also a method designed to prevent errors, such
as poor quality products, from happening at every
stage of the production process.

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Copyright 2002 by Harcourt, Inc. All rights reserved.

Copyright 2002 by Harcourt, Inc. All rights reserved.

Total quality management (TQM)

Characteristics of TQM:
Quality chains
Company policy and accountability
Control
Monitoring the process
Teamwork
Consumer views
Zero defects
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Copyright 2002 by Harcourt, Inc. All rights reserved.

Characteristics of TQM
TQM emphasizes quality
Quality
Qualitychains
chains

chains inside and outside

the business, including
producers, suppliers and
customers. Any part of the
chain has some problems,
then the next stage will
delayed.

Copyright 2002 by Harcourt, Inc. All rights reserved.

Characteristics of TQM

Quality
Qualitychains
chains

Company
Companypolicy
policy
&&accountability
accountability

TQM stress the role of

every one from the top
to the bottom and aims
to make every one
accountable for his/her
own performance.

Copyright 2002 by Harcourt, Inc. All rights reserved.

Characteristics of TQM
TQM stresses a systematic
Quality
Qualitychains
chains

Company
Companypolicy
policy
&&accountability
accountability

control approach,
controlling all the factors
that may affect the quality
of a product.

Control
Control

Copyright 2002 by Harcourt, Inc. All rights reserved.

Characteristics of TQM
Quality chains

Company policy
& accountability
Control

TQM stresses the

monitoring the process
to find improvements
through statistical
process control such as
charts and diagrams.

Monitoring the process

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Copyright 2002 by Harcourt, Inc. All rights reserved.

Characteristics of TQM
Quality chains

Company policy
Control

TQM stresses that

teamwork is an
effective way of solving
problems.

Monitoring
the process
Teamwork
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Copyright 2002 by Harcourt, Inc. All rights reserved.

Characteristics of TQM
Quality chains
Company policy
Control
Monitoring
the process
Teamwork

TQM stresses the

feedback of information
from consumers and
response to the changes
in customers needs and
expectations.

Consumer views
PhotoDisc

Copyright 2002 by Harcourt, Inc. All rights reserved.

Quality chains
Company policy
Control
Monitoring
the process
Teamwork

Characteristics of TQM

TQM emphasizes a
zero defect policy that
every product is free
from defects.

Consumer views
Zero defects
PhotoDisc

Copyright 2002 by Harcourt, Inc. All rights reserved.

Benefits and problems of using

TQM
Benefits:

Problems:

Focus on the customer needs and

relationship
Achieve quality in all aspects
Analyzes all processes to remove
defects
Find improvements on a
continuous basis
Develop team approach to
problem solving
Effective procedures of
communication

High training and development

costs
Requiring commitment from the
entire business
Bureaucracy and regular audits
are needed
Stress is put on process not the
product.

Copyright 2002 by Harcourt, Inc. All rights reserved.