total quality management n.
Skip this Video
Download Presentation
Total Quality Management

Loading in 2 Seconds...

play fullscreen
1 / 17

Total Quality Management - PowerPoint PPT Presentation

  • Uploaded on

Total Quality Management. TQM. Total - made up of the whole Quality - degree of excellence a product or service provides Management - act, art or manner of planning, controlling, directing,…. Therefore, TQM is the art of managing the whole to achieve excellence. What does TQM mean?.

I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
Download Presentation

PowerPoint Slideshow about 'Total Quality Management' - abel-franco

Download Now An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.

- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
  • Total - made up of the whole
  • Quality - degree of excellence a product or service provides
  • Management - act, art or manner of planning, controlling, directing,….

Therefore, TQM is the art of managing the whole to achieve excellence.

Total Quality Management

what does tqm mean
What does TQM mean?

Total Quality Management means that the organization's culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques, and training. This involves the continuous improvement of organizational processes, resulting in high quality products and services.

Total Quality Management

what s the goal of tqm
What’s the goal of TQM?

“Do the right things right the first time, every time.”

Total Quality Management

another way to put it
(1) total client satisfaction through quality products and services; and

(2) continuous improvements to processes, systems, people, suppliers, partners, products, and services.

Another way to put it
  • At it’s simplest, TQM is all managers leading and facilitating all contributors in everyone’s two main objectives:

Total Quality Management

productivity and tqm
Productivity and TQM
  • Traditional view:
    • Quality cannot be improved without significant losses in productivity.
  • TQM view:
    • Improved quality leads to improved productivity.

Total Quality Management

basic tenets of tqm
Basic Tenets of TQM
  • 1. The customer makes the ultimate determination of quality.
  • 2. Top management must provide leadership and support for all quality initiatives.
  • 3. Preventing variability is the key to producing high quality.
  • 4. Quality goals are a moving target, thereby requiring a commitment toward continuous improvement.
  • 5. Improving quality requires the establishment of effective metrics. We must speak with data and facts not just opinions.

Total Quality Management

the three aspects of tqm
The three aspects of TQM

Tools, techniques, and training in their use for analyzing, understanding, and solving quality problems




Quality for the customer as a

driving force and central concern.

Shared values and beliefs, expressed by leaders, that define and support quality.

Total Quality Management

total quality management and continuous improvement
Total Quality Managementand Continuous Improvement
  • TQM is the management process used to make continuous improvements to all functions.
  • TQM represents an ongoing, continuous commitment to improvement.
  • The foundation of total quality is a management philosophy that supports meeting customer requirements through continuous improvement.

Total Quality Management

continuous improvement versus traditional approach
Market-share focus


Focus on ‘who” and “why”

Short-term focus

Status quo focus

Product focus


Fire fighting

Customer focus

Cross-functional teams

Focus on “what” and “how”

Long-term focus

Continuous improvement

Process improvement focus

Incremental improvements

Problem solving

Continuous Improvement versus Traditional Approach

Continuous Improvement

Traditional Approach

Total Quality Management

quality throughout
Quality Throughout
  • “A Customer’s impression of quality begins with the initial contact with the company and continues through the life of the product.”
    • Customers look to the total package - sales, service during the sale, packaging, deliver, and service after the sale.
    • Quality extends to how the receptionist answers the phone, how managers treat subordinates, how courteous sales and repair people are, and how the product is serviced after the sale.
  • “All departments of the company must strive to improve the quality of their operations.”

Total Quality Management

value based approach
Manufacturing Dimensions








Perceived quality

Service Dimensions






Value-based Approach

Total Quality Management

the tqm system
The TQM System












Education and Training Supportive structure

Communications Reward and recognition



Total Quality Management

six sigma
Six Sigma

Six Sigma asserts the following:* Continuous efforts to reduce variation in process outputs is key to business success

* Manufacturing and business processes can be measured, analyzed, improved and controlled

* Succeeding at achieving sustained quality improvement requires commitment from the entire organization, particularly from top-level management

Total Quality Management

six sigma1
Six Sigma
  • Six Sigma is a business management strategy originally developed by Motorola, USA in 1986.[1][2] As of 2010[update], it is widely used in many sectors of industry, although its use is not without controversy.
  • Six Sigma seeks to improve the quality of process outputs by identifying and removing the causes of defects (errors) and minimizing variability in manufacturing and business processes.[3] It uses a set of quality management methods, including statistical methods, and creates a special infrastructure of people within the organization ("Black Belts", "Green Belts", etc.) who are experts in these methods

Total Quality Management


مدیریت کیفیت جامع فلسفه مدیریتی است که هدف آن به کارگیری تمامی منابع سازمان ازجمله کارکنان به عنوان موثرترین عامل دستیابی به اهداف شرکت است. تمرکز اصلی نظام مدیریت کیفیت جامع بر افزایش رضایت مشتری (خواه درونی و یا بیرونی) است.TQM به ترکیب فلسفه مدیریت مشارکتی ، تکنیک های آماری و همکاری پرسنل از طریق ارتباطات می پردازد تا به بهبود کیفیت کالاها و خدمات ، زمانبندی صحیح تولید ، تامین نیاز مشتریان و کاهش هزینه ها منجر شود. بنابراین ، TQM (مدیریت کیفیت فراگیر) تمامی فعالیتهای یک سازمان از فروش و بازاریابی گرفته تا طراحی ، تولید و خدمات پس از فروش را در بر می گیرد

Total Quality Management