TOTAL QUALITY MANAGEMENT UNIT -I INTRODUCTION

TQM is the act of managing the whole to achieve excellence INTRODUCTION TQM is an enhancement to the traditional way of doing business. It analyzing three words like T – Made up of the whole Q – Degree of excellence a product/ service provides M – Act , art (or) manner of handling, controlling, directing etc…. TQM is the act of managing the whole to achieve excellence

DEFINITION OF QUALITY Quality =P/E P = Performance E= Expectation Quality is the totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs Quality =P/E P = Performance E= Expectation

DEFINITION OF TQM It means “ the organizations culture is defined by and supports the constant achievement of customer satisfaction through an integrated system of tools, techniques and training”.

CONTRIBUTIONS OF DEMING Deming defines quality in terms of quality of design, quality of conformance and quality of the sales and service function. It has 14 principles on rout to quality

CONTRIBUTIONS OF DEMING Create constancy of purpose toward improvement of product and service - with the aim to become competitive and to stay in business, and to provide jobs Adopt the new philosophy - focus the customer satisfactions To improve the process & reduce its cost Identify the problems and work to improve the system. Management must locate and correct problems

Institute training on the job Adopt & institute leadership Drive out fear, so that everyone may work effectively for the company Break down barriers between departments Institute a vigorous program of education and self- improvement Cease dependence on inspection to achieve quality