TQM
  
   Definition: TQM is customer oriented process, aims for continuous 
   improvement of business operations.
  
   TQM ensures  all  allied  works  are  towards  the  common  goals  of 
   improving  product  quality  or  service  quality,  enhancing  the 
   production process or process of giving best services. 
  
   TQM is Fact based decision making & use of performance metrics to 
   monitor progress 
  
   Concept developed in Japan in late 1940’s & 1950’s
  
   John Gilbert: A process designed to focus on customer expectations, 
   preventing  problems,  building  commitment  to  quality  in  the 
   workforce & promoting open decision making.
  
   W. Edwards Deming & Joseph M. Juran developed the concept of 
   TQM
         PRINCIPLES OFTQM
 
  Commitment from MANAGEMENT:
 
  Plan (drive & direct), Do (deploy, support, participate)
 
  Check (review), Act (recognize, communicate, revise)
 
  Employee Empowerment:
 
  Training, Excellence team, Measurement & recognition, Suggestion 
  scheme
 
  Continuous improvement:
 
  Systematic measurement, Excellence teams, Cross functional process 
  management, Attain, maintain, improve standards
 
  Customer Focus: Partnership with suppliers, service relationship with 
  internal customers
 
  Customer driven standards, Never compromise quality
      ELEMENTS OF TQM 
  Ethics: Organizational & individual ethics
  Teach to follow code of conduct of organization & adhere to rules & 
  regulations 
  Integrity: Means honesty, morals, values, fairness & adherence to facts 
  & sincerity
  Respect your organization’s policies, Avoid spreading unnecessary 
  rumors about fellow workers
  TQM does not work where employees criticize & back stab each other
   
  TRUST: Employees should trust each other to ensure participation of 
  all
  Improves relationship for better decision making
  Builds cooperative environment essential for TQM
  Training: Awareness about benefits of TQM, making difference in 
  product quality, yield profits, 
  Interpersonal skills, ability to work as a team members, technical 
  know how, decision making skills, problem solving skill etc 
  TEAMWORK: Business receives quick solutions to problems
  Permanent improvements in processes & operations
  Team solves the problems, provides solutions  
   Types of Teams
   Types of Teams
   1. Quality improvement team : Temporary, deals with specific problems
   1. Quality improvement team : Temporary, deals with specific problems
   2. Problem solving team: Temporary, identify & overcome
   2. Problem solving team: Temporary, identify & overcome
   3. Natural working team : Small group of skilled workers shares tasks 
   3. Natural working team : Small group of skilled workers shares tasks 
     & responsibilities
     & responsibilities
   LEADERSHIP: 
   LEADERSHIP: 
   Provides direction to entire process of TQM
   Provides direction to entire process of TQM
   Supervisor: is the Source of inspiration, who assists in decision making
   Supervisor: is the Source of inspiration, who assists in decision making
   Leader to believe in TQM process & make others 
   Leader to believe in TQM process & make others 
   COMMUNICATION: 
   COMMUNICATION: 
   Binds together from foundation to roof of TQM
   Binds together from foundation to roof of TQM
   Link b/w elements of TQM
   Link b/w elements of TQM
   Understanding of ideas b/w sender & receiver
   Understanding of ideas b/w sender & receiver
   Success of TQM depends, among organizational members, suppliers & 
   Success of TQM depends, among organizational members, suppliers & 
   customers
   customers
   DOWNWARD COMMUNICATION:
   DOWNWARD COMMUNICATION:
   Dominant form, flow of information from management to employees
   Dominant form, flow of information from management to employees
   UPWARD COMMUNICATION:
   UPWARD COMMUNICATION:
   Lower level of employees provide suggestions to upper management, 
   Lower level of employees provide suggestions to upper management, 
   flow from employees to top level management   
   flow from employees to top level management