Total Quality Management Notes – Subject: Total Quality Management Course Code: POM-324 Author: Dr. – Studocu
Subject: Total Quality Management
Course Code: POM-324 Author: Dr. Vijender Pal Saini
Lesson No.: 1 Vetter: Dr. Sanjay Tiwari
Concepts of Quality, Total Quality and Total Quality Management
Mục lục
Structure
1 Objectives
1 Introduction
1 Concept of Quality
1 Dimensions of Quality
1 Application / Usage of Quality for General Public / Consumers
1 Application of Quality for Producers or Manufacturers
1 Factors affecting Quality
1 Quality Management
1 Total Quality Management
1 Characteristics / Nature of TQM
1 The TQM Practices Followed by Multinational Companies
1 Summary
1 Keywords
1 Self Assessment Questions
1 References / Suggested Readings
1 Objectives
After going through this lesson, you will be able to:
Understand the concept of Quality in day-to-day life and business.
Differentiate between Quality and Quality Management
Elaborate the concept of Total Quality Management
1 Introduction
Quality is a buzz word in our lives. When the customer is in market, he or she is
knowingly or unknowingly very cautious about the quality of product or service. Imagine
the last buying of any product or service, e., mobile purchased last time. You must have
enquired about various features like RAM, Operating System, Processor, Size, Body
Colour, Cover, etc. If any of the features is not available, you might have suddenly
changed the brand or have decided not to purchase it. Remember, how our mothers buy
fruits, vegetables or grocery items. They are buying fresh and look-wise firm fruits,
vegetable and groceries. Simultaneously, they are very conscious about the price of the
fruits, vegetable and groceries. So, by nature, we are inclined to get various features of
products or services or these are supposed to be provided by the manufacturers. If we get
the desired standard features in a product or service, we generally say that the quality of
the product or service is up to the mark. It means the features of products and services
give satisfaction. These features can be termed as quality characteristics. Cost
considerations are also taken care of while measuring the quality considerations, but have
you ever imagined how the producers or manufactures identify and provide these features
of products and services?
Juran defines quality as fitness for use.
1 Dimensions of Quality
Quality is an attitude of mind. Quality is in the eye of the consumers. It is the total sum of
features liked by the consumers while purchasing a product or service. Let’s take an
example of product. For some consumers, it is the processor of mobile and for some
consumers it is the RAM, which matters. For some consumers both RAM and process of
mobile matter. In the case of a restaurant, for some consumers taste of meal and parking
matters, while for some consumers it is the aesthetics of the restaurant that matters. For
some consumers both aesthetics and taste of meal matter. Therefore, quality is the
specific feature of the product and service that satisfies the needs of the consumers.
Quality is advanced design and engineering technology. Let’s take an example of
automobile industry where every company is striving hard to deliver at least two new cars
in the market. Have you ever imagined how the companies like Toyota, Ford,
Volkswagen, Audi, and Mercedes Benz are capable of giving newer model of cars with
innovated and advanced features in-built in a car? They are committed to deliver flawless
products consistently. Delivering flawless products is called quality. They have precise
manufacturing facilities in their plants. Their processes are standardised. Having
standardised processes is called quality. The standardisation of processes gives them
advantage to deliver quality products consistently. They have achieved excellence in
quality output. They have no room for errors. Here, Quality is having policy of no room
for errors. The Indian companies like Tata Motors, Maruti Suzuki are not far behind in
delivering quality products and services internationally. They also have zero error policy.
Quality is also called zero error policy. Quality could be called as giving standard
products with zero defects. So, we can say that companies live with quality commitment.
The management works very hard to deliver error free standardised products consistently.
They strive hard to give innovated products to the market. The ultimate satisfaction of
consumers leads to upgrade the standard of living of the society.
1 Application / Usage of Quality for General Public / Consumers
It ensures error free products.
It enhances the development of new or innovated products. (e. HUL’s Pure it)
It helps to give warranty or guarantee of products. (e. 2 years warranty with
Bajaj Fans)
It enables good customer service.
It promises timely delivery.
It helps in getting all the desired features in products and services.
Quality helps in getting satisfaction after the use of products and services.
1 Application of Quality for Producers or Manufacturers
Quality helps in meeting the changing demands of the consumers.
It ensures delivery of flawless or zero error products or services.
It ensures delivery of products or service on time.
1 Quality Management
Quality management includes all the functions of the organisation to design and provide
quality products and services which fulfils the needs of the customers and generate
ultimate satisfaction. The core concept of quality management is quality planning, quality
controlling and quality improvement. The traditional approach of quality management
covers typical inspection aspect and the ‘do it right from the first time’ concept. The
modern quality management covers all the concepts given by thinkers called Quality
Gurus like W. Edwards Deming, Philip B. Crosby, Armand V. Feigenbaum, Kaoru
Ishikawa, Joseph M. Juran and Genichi Taguchi etc.
Quality Planning
The first and foremost step in quality planning is to plan and know who your customer is,
and what are his needs and wants. After optimising the product or service features, the
organisation designs and develops the product or service. The next step is to standardise
the processes so that the products or services can be standardised. The consistent
production of desired quality products and services require high involvement and
contribution of employees in planning.
Quality Control
It is a very important step in quality management. It requires extensive, proper and
consistent training of employees so that errors can be controlled. Inconsistency in
products and services can be avoided by using Statistically Process Control techniques.
1 Total Quality Management
Total Quality Management is mainly concerned with continuous improvement in all
work. It is a long term planning. It is the consistent improvement in the quality. It is a
never ending process. Total Quality Management consists of three words: Total, Quality
and Management
Total
Make up of the whole.
Quality
Degree of excellence a product or service provides.
Management
It is a process of planning, organising, directing and controlling.
Therefore, TQM is the art of managing the whole to achieve excellence. TQM covers all
the set rules, regulations, guidelines and principles that contribute in improving the
organization continuously. It is a continuous process of improvement for individuals,
groups of people and the whole organisation. It is the application of quantitative methods
and human resources to improve all the processes within an organization to satisfy the
needs of customers consistently. TQM integrates all the fundamental management
techniques, existing improvement efforts, and technical tools under a disciplined
approach. It covers the most quality principles and practices proposed by quality gurus.
Total Quality Management ( TQM ) is a management approach for an organization,
centered on quality, based on the participation and commitment of all the internal and
To produce quality product and service is not an easy job. Sometimes it takes years to
give the desired results. All the employees have to work consistently as a team in one
direction to improve all the processes in the organisation.
It is a Part of Strategic Planning and Thinking
TQM policy is a long term planning. The quality policy must be the part of strategic
planning to get the desired results.
It is Customer Focused / Oriented
The end result of TQM is complete satisfaction of customers by giving them quality
products and services. It is possible only when TQM programme is customer centric.
It is a Team Work
Success in terms of standard quality is possible only when the organizations has a
culture of team formation and the employees work in teams and give their maximum.
Teams can be formed vertically and horizontally. When top management is involving
the lower level employees it is vertically and when the different departmental
employees are involved then it is horizontally (employees of marketing, sales,
production and finance departments are working for critical and complex projects).
Teams are inter-organisational when the employees of other organisations are
involved (like employees of banks, suppliers, audit companies, consultants etc.
It is Related with Consistent Improvement of Quality
To deliver quality products and services is not an easy job. All the processes have to
be developed and standardised by consistent improvement.
Every Employee is Involved in Quality Improvement Aspect
All the employees internal as well as external are involved in the TQM programme.
Internal employees include all the employees included from top to bottom and
external employees are suppliers, banks and other institutions which are involved in
the TQM process.
Every Employee is Responsible for the Success of TQM
If all the employees are determined and committed for the quality products and
services, then only quality could be delivered.
1 The TQM Practices Followed by Multinational Companies
All the MNC’s like Sony, Toyota, Xerox, Motorola follow the Total Quality
Management practices. The salient features of TQM approach followed by the best
companies are as following:
The companies create a sense of an environment of mutual trust, respect and
dignity.
The management act immediately on new ideas and suggestions.
The companies are meeting and exceeding customers’ requirements and
expectations on consistent basis.
The companies hear and learn from the dissatisfied/unhappy customers and
responsible for complete customer satisfaction.
Total Quality Management is mainly concerned with continuous improvement in all
work. It is a long term planning. It is the consistent improvement in the quality. It is a
never ending process. Total Quality Management consists of three words: Total, Quality
and Management. TQM starts from top management; it is a consistent process; it is a part
of strategic planning and thinking; it is customer focused; it is a team work; it is related
with consistent improvement of quality; every employee is involved in quality
improvement aspect; and every employee is responsible for the success of TQM.
1. 12 Keywords
Quality
It is the totality of features and characteristics of a product or service that bears on its
ability to meet a stated or implied need.
Total Quality Management
TQM covers all the set rules, regulations, guidelines and principles that contribute in the
continuously improving organization.
1. 13 Self Assessment Questions
-
What do you understand by quality? Explain various definitions given by
different authors. -
Define quality. Enumerate various features of quality.
-
Elaborate the producers’ point of view regarding quality?
-
Examine the customers’ point of view regarding quality?
-
Discuss the dimensions of quality of products and services?
-
Define Total Quality Management. Explain the core concepts of TQM.
-
Define and discuss the key components of Total Quality Management
1. 14 References / Suggested Readings
Fabio Borri Giuliano Boccaletti, (1995),”From Total Quality Management to Total
Quality Environmental Management”, The TQM Magazine, Vol. 7 Iss 5 pp. 38 –
42.
Gerhard Plenert, (1995),”Management Cybernetics: Total Quality Management”, Kybernetes, Vol. 24 Iss 1 pp. 55 – 59.
Jamshed H. Khan, (2003),”Impact of Total Quality Management on Productivity”, The
TQM Magazine, Vol. 15 Iss 6 pp. 374 -380.
John C. Groth, (1995),”Total Quality Management: Perspectives for Leaders”, The TQM
Magazine, Vol. 7 Iss 3 pp. 54 – 59.
Jon Choppin, (1994),”Total Quality and Management”, Managing Service Quality: An
International Journal, Vol. 4 Iss 4 pp. 6 – 8.
Jon Choppin, (1994),”Total Quality Service”, Managing Service Quality: An International
Journal, Vol. 4 Iss 3 pp. 49 – 52.
Jon Choppin, (1995),”Total Quality Management Quality: An International Journal, Vol. 5 Iss 1 pp. 47 – What I– 49. sn’t It?”, Managing Service
Juan José Tarí, (2005),”Components of Successful Total Quality Management”, The
TQM Magazine, Vol. 17 Iss 2 pp. 182 – 194.
Khalifa N. Al-khalifa Elaine M. Aspinwall, (2000),”The Development of Total Quality
Management in Qatar”, The TQM Magazine, Vol. 12 Iss 3 pp. 194 – 204.
Lawrence P. Huggins, (1998),”Total Quality Management and the Contributions of A.
Feigenbaum”, Journal of Management History, Vol. 4 Iss 1 pp. 60 – 67.
Madjid Tavana Barbara Mohebbi Dennis T. Kennedy, (2003),”Total Quality Index: A
Benchmarking Tool for Total Quality Management”, Benchmarking: An
International Journal, Vol. 10 Iss 6 pp. 507 – 527.
totalqualitymanagement.weebly/
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Subject: Total Quality Management
Course Code: POM-324 Author: Dr. Vijender Pal Saini
Lesson No.: 2 Vetter: Dr. Sanjay Tiwari
Approaches of Total Quality & Cost of Quality
Structure
1 Objectives
1 Approaches to Total Quality Management: An Introduction
1 The Deming Management Philosophy
1 System of Profound Knowledge
1 Deming’s 14 Points for Management
1 The Juran Philosophy
1 Juran’s Quality Trilogy
1 Juran’s 10 Points for Management
1 The Crosby Philosophy
1 Four Absolutes of Quality Management
1 Crosby’s 14 Points for Management
1 The Kaoru Ishikawa Philosophy
1 Framework for Quality and Performance Excellence
1 Just-in-Time (JIT)
1 Business Process Reengineering
1 Kaizen Approach – A Continuous Improvement Tool
1 ISO-9000 Standards
1 Quality Audit
1 Principles of Quality Management
1 Seven Principles by Gerald F. Smith
1 International Quality Award Programs
1 The Deming Prize
services, and create a culture in which they work. The success of the TQM depends on
the significant changes in organisation design, work processes, and culture. There are
various approaches to TQM. Some organisations give importance to the use of quality
programme like statistical process control and some organisations give importance to
the tool like quality function deployments. Sometimes, the organisations fail to realize
quality improvements because of lack of holistic understanding of the quality tool(s) or
concept(s) by the entire organisation.
“Total Quality Management (TQM) is a comprehensive and structured approach to
organizational management that seeks to improve the quality of products and services
through ongoing refinements in response to continuous feedback. TQM requirements
may be defined separately for a particular organization or may be in adherence to
established standards, such as the International Organization for Standardization’s ISO
9000 series. TQM can be applied to any type of organization; it originated in the
manufacturing sector and has since been adapted for use in almost every type of
organization imaginable, including schools, highway maintenance, hotel management,
and churches. As a current focus of e-business, TQM is based on quality management
from the customer’s point of view.” (www. searchcio.techtarget)i
Total Quality Management is a management approach for an organization, centered on
quality, based on the participation and commitment of all the internal and external
customers and aiming at strategically long-term success through customer satisfaction,
and benefits to all members of the organization and to society. It uses strategy, data, and
effective communications to integrate the quality discipline into the culture and
activities of the organization. So, some organisations adopt a problem-solving focus and
concentrate on production as well as customer service processes. They adopt quality
circles and team approaches. Some organisations concentrate on error prevention
through continuous process improvement and business process reengineering.
Most of the successful companies have adopted unique approaches of total quality
management according to their own requirements because one approach suitable for
one organisation may be not suitable for another organisation. The reason is the
difference in the culture. Every organisation has different culture. Total Quality
Management requires a set of guiding principles and concepts. The all-over world
famous quality gurus like Deming, Juran, Crosby, Ishikawa, as well as many others,
have made substantial contribution to the theory and practice of quality management.
Their philosophies, concepts, principles have helped to shape the framework for quality
management. Quality management as a discipline is incomplete without their
contribution and approaches to total quality. A discussion of their philosophies which
are actually more about management of quality as follows:
1 The Deming Management Philosophy
William Edwards Deming (1900-1993) was an American engineer, statistician,
professor, author, lecturer, and management consultant. He developed some sampling
techniques which are still used by the U. Department of the Census and the Bureau of
Labor Statistics. He always advocated that there is no substitute for knowledge. He
found great inspiration in the work of Walter Shewhart like Statistical Process Control,
Operational Definitions, and the PDSA (Plan-Do-Study-Act) Cycle. The Deming called
PDSA as ‘The Shewhart Cycle’. He taught statistical process controls to the Japanese
engineers and managers and the message was very much clear that the improvement in
