TQM-HISTORY,EVOLUTION & GROWTH

WHAT IS TQM?

CONCEPT:
Purpose: To improve customer satisfaction
 International Organization for
Standardization standard ISO 8402:1994
 "A management approach of an organisation
centred on quality, based on the participation
of all its members and aiming at long term
success through customer satisfaction and
benefits to all members of the organisation and
society.”
HISTORY
 HISTORY OF TOTAL QUALITY
MANAGEMENT
 TQM involves methodology for continually
improving the quality of all processes, it draws
on a knowledge of the principles & practices
of:
• The behavioural sciences
• The analysis of quantitative & non-
quantitative data
• Economics theories
• Process analysis
TQM TIMELINE
1920s: Some of the first seeds of quality management were planted
as the principles of scientific management swept through U.S.
industry.

1930s:Walter Shewhart developed the methods for statistical

analysis and control of quality.

1950s:
•W. Edwards Deming taught methods for statistical analysis and
control of quality to Japanese engineers & executives
•Joseph M. Juran taught the concepts of controlling quality and
managerial breakthrough
•Armand V. Feigenbaum’s book Total Quality Control was published
•Philip B. Crosby’s promotion of zero defects paved the way for
quality improvement in many companies
 1968: Kaoru Ishikawa’s synthesis of the philosophy contributed to
Japan’s ascendancy as a quality leader

Today:
TQM is the name for the philosophy of a broad and systemic
approach to managing organizational quality.
Quality standards such as the ISO 9000 Series
and quality award programs such as the Deming Prize and
the Malcolm Baldridge National Quality Awards specify principles
and processes that comprise TQM. WALTER
SHEWHART

KAORU
ISHIKAWA

JOSEPH
JURAN
ARMAND F.
W.E. DEMING
PHILIP CROSBY
 MALCOLM BALDRIGE NATIONAL
QUALITY AWARD
 The Malcolm Baldrige National Quality
Award recognizes U.S. organizations in the
business, health care, education, and nonprofit
sectors for performance excellence. The Baldrige
Award is the only formal recognition of the
performance excellence of both public and private
U.S. organizations given by the President of the
United States.
 The award promotes awareness of performance
excellence as an increasingly important element in
competitiveness. It also promotes the sharing of
successful performance strategies and the
benefits derived from using these strategies.
DEMING’S 14 POINTS ON TQM
DEMING’S 14 POINTS ON TQM
STEPS IN IMPLEMENTING TQM

OBTAIN CEO COMMITMENT

EDUCATE UPPER-LEVEL MGT

CREATE STEERING COMMITTEE

OUTLINE THE VISION STATEMENT, MISSION

STATEMENT & GUIDING PRINCIPLES

PREPARE A FLOW DIAGRAM OF COMPANY

PROCESSES
FOCUS ON THE OWNER/CUSTOMER &
SURVEYS
CONSIDER THE EMPLOYEE AS AN
INTERNAL OWNER/CUSTOMER

PROVIDE A QUALITY TRAINING PROGRAM

ESTABLISH QUALITY IMPROVEMENT

TEAMS

IMPLEMENT PROCESS IMPROVEMENTS

USE THE TOOLS OF TQM

KNOW THE BENEFITS OF TQM

BENEFITS OF TQM

 IMPROVE QUALITY
 EMPLOYEE PARTICIPATION &
SATISFACTION
 TEAMWORK & WORKING RELATIONSHIPS
 PROFITABILITY & MARKET SHARE
 PRODUCTIVITY
 COMMUNICATION
OBSTACLES TO TQM

 LACK OF MANAGEMENT COMMITMENT

 LACK OF EMPLOYEE MOTIVATION
 INABILITY TO CHANGE ORGANISATION
CULTURE
 IMPROPER PLANNING
 LACK OF CONTINUOUS TRAINING &
EDUCATION
 INADEQUATE USE OF EMPOWERMENT &
TEAMWORK
TQM TODAY

 Characterized differently by each company

that practices it
 The primary philosophy
 Continuous improvement to exceed the
customer expectations
 Identify and correct issues at the earliest
stage
 Incorporate quality into the final product
GROWTH OF TQM
 Japanese industries followed the path &
guidance of Joseph Juran & Edward Deming
for TQM, and by mid-1970s became a world
leader in most industries & consumer product
segments, for eg., Sony in Consumer
Electronics, Toyota & Honda in 4-wheeler
automobile industry, Honda & Yamaha in 2
wheeler industry etc.
 Gradually TQM spread to most of the world’s
industries in Korea, Europe and USA and it was
accepted as universal mantra for world class
performance and excelling in individual fields
of operations
THANK YOU!