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TQM Lesson 1

Total Quality Management (TQM) involves all levels of an organization working together continuously to ensure long-term customer satisfaction and loyalty. TQM focuses on quality in all aspects of an organization from processes to services to systems. It utilizes a PDCA (Plan, Do, Check, Act) cycle where employees plan improvements, develop and test solutions, analyze results, and implement changes. When implemented properly with management commitment, training, and cultural change, TQM can increase quality, revenues, productivity while reducing waste through innovation and teamwork. However, obstacles like lack of planning, measurement, and adapting organizational structure can hinder successful TQM.

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Noel Nantes
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42 views

TQM Lesson 1

Total Quality Management (TQM) involves all levels of an organization working together continuously to ensure long-term customer satisfaction and loyalty. TQM focuses on quality in all aspects of an organization from processes to services to systems. It utilizes a PDCA (Plan, Do, Check, Act) cycle where employees plan improvements, develop and test solutions, analyze results, and implement changes. When implemented properly with management commitment, training, and cultural change, TQM can increase quality, revenues, productivity while reducing waste through innovation and teamwork. However, obstacles like lack of planning, measurement, and adapting organizational structure can hinder successful TQM.

Uploaded by

Noel Nantes
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Total Quality Management (TQM)

By Dr. Meynard Jowell Bitas


What is Total Quality Management?

TOTAL

- Involvements of all levels in the organization

QUALITY

- Is the degree of excellence and conformity in


the performance of the requirements of a
products or services.

MANAGEMENT

- Is the act and the manner of planning,


organizing, leading and controlling quality.

Video: https://www.youtube.com/watch?v=RGqniblnk44
What is Total Quality Management?

Total Quality Management is defined as a


continuous effort by the management as well as
employees of a particular organization to ensure
long term customer loyalty and customer
satisfaction.

Total quality management ensures that every single employee is working


towards the improvement of work culture, processes, services, systems and so
on to ensure long term success.

• W. Edwards Deming, Joseph M. Juran, and Armand V.


Feigenbaum jointly developed the concept of total
quality management. Total Quality management
originated in the manufacturing sector, but can be
applied to almost all organizations.
Total Quality Management 4 categories: PDCA Cycle
Total Quality Management 4 categories: PDCA Cycle
Planning Phase
• Planning is the most crucial phase of total quality management. In this phase employees have to come up with
their problems and queries which need to be addressed. They need to come up with the various challenges
they face in their day to day operations and also analyze the problem’s root cause. Employees are required to
do necessary research and collect relevant data which would help them find solutions to all the problems.

Doing Phase
• In the doing phase, employees develop a solution for the problems defined in planning phase. Strategies are
devised and implemented to overcome the challenges faced by employees. The effectiveness of solutions and
strategies is also measured in this stage.

Checking Phase
• Checking phase is the stage where people actually do a comparison analysis of before and after data to
confirm the effectiveness of the processes and measure the results.

Acting Phase
• In this phase employees document their results and prepare themselves to address other problems.
Importance of TQM

1. Ensures superior quality of the company’s products and services.

2. Ensures customer satisfaction which eventually leads to customer loyalty.

3. TQM tools helps the company to design and create a product which the customer actually wants and
desires.

4. Ensures increased revenues and higher productivity for the organization.

5. Helps organizations to reduce waste and inventory.

6. Encourages innovation and induces teamwork..


Obstacles in Implementing TQM

1. Lack of Management commitment.

2. Inability to change organization culture.

3. Improper planning

4. Lack of Continuous training and education

5. Incompatible organizational structure and individuals and departments.

6. Ineffective measurement techniques and lack of access to data and results.

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