PRESENTATION ON

TOTAL QUALITY
MANAGEMENT
NAME : NIKHITA RUSTAGI

ROLL : 6017

SUBJECT : ADVANCE INDUSTRIAL PSYCHOLOGY

SUBMITTED TO : NANDIKA DOGRA

CONTENT
• Total quality management (TQM)
• What is TQM
• Origin of TQM
• Elements of TQM
• Objectives of TQM
• Benefits of TQM
• Limitation of TQM
• Conclusion
 TOTAL QUALITY MANAGEMENT (TQM)

• Total – made up of the whole

• Quality – degree of excellence a product or services provides
• Management – act , art or manner of planning , controlling ,directing ……

“therefore, TQM is the art of managing the whole of achieve excellence ”.

 WHAT IS TQM?
Defination of TQM , according to JOHN GILBERT:
A process designed to focus on customer expectations, preventing problems, building commitments to
quality in the workforce and promoting open decision-making.
• Total quality management is a comprehensive term not related only to the quality goods and services.
• It tries to produce best possible product and services through regular innovation by doing right things
every time.
• TQM reflects the culture of an organization.
• It indicates consumer oriented, quality oriented, management philosophy.
• It is a commitment of quality by all the managers and workers.
• It is a philosophy to achieve consumer satisfaction .
 ORIGIN OF TQM

• The concept of quality control as a distinct discipline emerged in the united states in the 1920’s.
• TQM concept developed in japan in 1960’s. the idea of involving all the employees not just the
quality control staff.
• The credit of introducing TQM in japan goes to two Americans Dr. W.EDWARDS DEMING and Dr.
J.M.JURAN, with this they become hero's in japan long before American could realize their
importance.
• The deming price is the highest TOM award in japan and is given to most respected and successful
corporation.
 ELEMENTS OF TQM
• A sustained management commitment to quality.
• Focusing on the customer.
• preventing rather than detecting defects.
• Quality measurement.
• Continuous improvement.
• Employee improvement and empowerment.
• Benchmarking.
• Training.
• Thinking statistically.
 OBJECTIVES OF TQM
1. TQM stresses on collective effort of all functions activities and people for improving quality of
good and services to bring in higher consumer satisfaction
2. The aim of TOM is to maximum satisfaction to consumer by providing goods which are best in
quality.
3. TQM aims at educating and training the managers and employees because these are integral
part of TQM as it rightly said “TQM begins with education and end with education”.
4. TQM aims at giving full freedom to express their views for quality improvement, cost reduction
and elimination of wastages and those who take active participation should be rewarded.
 BENEFITS OF TQM

• Customer satisfaction enhanced.

• A total change in culture is brought about.
• Increased productivity and efficiency.
• New product and skill developed.
• Team work enhanced.
• Reduce inventory .
• Reduce rework.
• Increased profitability.
 LIMITATION OF TQM
• TQM Is a slow moving process. It requires total change in the outlook of management and
employees. It benefits will be available only after a long period of time.
• The success of TQM largely depends on existence of participative management. TQM need
employee who can take a lead and trade union are interested in their own benefits rather quality
management.
• TQM implementation is not an easy task, specially in a developing country due to unfavourable
attitude of management and employees.
 CONCLUSION

• TQM is a method in which there is a combination of quality and management tools aimed at
increasing business and reducing losses due to wasteful practice.
• TQM beliefs that customer satisfaction is a measure of quality and everyone is a customer.
• Ethics, integrity, trust, training, teamwork, leadership, communication and recognition are different
elenments of TQM.
THANK YOU