Total Quality Management Opm Reviewer

 TOTAL QUALITY MANAGEMENT d.
Continuous Improvement
(TQM)
e. Customer Focus
- An all inclusive and well thought-out means to
organizational management that searches to advance the
quality of processes, products, services and culture
through continuing minor changes in reply to constant
 PRIMARY ELEMENTS OF TQM
feedback. 1. Foundation – the entire process of total quality
management is built on a strong foundation of ETHICS,
- Combines basic management techniques, current
INTEGRITY, and TRUST.
improvement efforts and technical tools in a disciplined
approach focused on continuous process improvement. Ethics – combination of written and unwritten codes
of principles that govern decisions and actions within a
- Activities are eventually focused on IMPROVED company.
CUSTOMER SATISFACTION.
Integrity – consistency of actions, values, methods,
- TQM is not a fresh idea. measures, principles, expectations, and outcomes at
workplace. There is a need to respect organization’s policies.
- It pproaches advocated by Deming, Juran, Crosby, and Avoid spreading unnecessary rumors about fellow workers.
others have long been used by well effective managers.
Trust – one of the most important factors necessary
- Its most noteworthy feature is the level of mutual for implementation of TQM because it builds a cooperative
trust that is needed by both management and staff to environment. It is a relationship based on RELIANCE.
create a culture in which an effective quality
management program can be successful. 2. Building Bricks – bricks are placed on a strong
foundation to reach the roof of recognition. The
foundation needs to be strong enough to hold the bricks
and support the roof.
 QUALITY
- Leadership, teamwork, and training are the
- A lot more than the nonexistence of defects wich allow building bricks of TQM.
companies to meet customer expectations.
Leadership – provides a direction to the entire process of
- It needs controlled process improvement, allowing TQM. It is about raising the aspirations of followers and
companies to exceed customer’s expectations. motivating people with a desire to reach the goals.
- It can only be observed through the eyes of the Leadership in TQM requires the manager to provide an
inspiring vision, make strategic decisions and instill values
customers.
that guide subordinates.
- Understanding of the Customer’s Expectations Teamwork – crucial element of TQM. Rather than working
(EFFECTIVENESS) is the first step. individually, employees need to work in teams. When
individuals work in unison they are in a position to brainstorm
- Then, EXCEEDING those expectations ideas and come up with various solutions which would
(EFFICIENCY) is REQUIRED. improve existing processes and systems.
- COMMUNICATIONS will be the key. Team members ought to help each other to find a solution and
put into place.
- Going BEYOND customer expectations guarantees
meeting all the definitions of Quality. Teamwork offers contiguous improvement in
processes and operations. The teams may be:
- “If you can’t quantify it, you can’t manage it.”
a. Problem-solving – These are temporary and
 PRINCIPLES OF TQM formed to solve certain problems. Identify and
overcome causes of those problems. (1 week to 3
a. Management Commitment months)
b. Employee Empowerment b. Quality improvement – These are temporary teams

with the purpose of dealing with specific problems
c. Fact Based Decision Making that often recur. (3 to 12 months)
c. Natural Work – These teams consist of small 1. Customer satisfaction – TQM is centered on the
groups of skilled workers who share tasks and requirements of the customer. In order to meet customer
responsibilities. These teams use concepts such as requirements, it is imperative to listen to them and do
employee involvement teams, self-managing teams what is agreed upon.
and quality circles.
Companies have to give identical importance to
Training – employees need to be trained on TQM to become
highly productive. Employees need to be trained on
the INTERNAL as well as the EXTERNAL customers.
interpersonal skills, the ability to work as a team member,
2. Internal customer satisfaction – the person within
technical know-how, decision making skills, problem solving
skills and so on. the company who receives the work of another and adds
his contribution to the product or service before passing
3. Binding Mortar – binds all the elements together. it on to someone else.
COMMUNICATION binds everything together, starting
from the foundation and going up to the roof. It is essential to attain a successful internal
working relationship in order to satisfy the needs of the
Communication is the vital link between all external customer.
the TQM elements and must be established in an
organization in order for TQM to work the way it 3. All work is process – a process is a combination of
should. methods, materials, manpower and machines that work
collectively to produce a product or service.
The channels of communication need to be
credible and easily interpreted for all members of the 4. Measurement – in order to improve, one must first
organization. measure one’s present performance.
Three (3) Types of Communication 5. Synergy in teamwork – the idea of synergy in

teamwork, where the whole is greater than the sum of
1. Downward communication – this is the dominant the parts, is a key concept in TQM.
form of communication in an organization. Flow of
information takes place from the management to the Promote collaboration, consensus, creative
employees. conflict and team winning.
2. Upward communication – Flow of information 6. People make quality – most of the quality problems
takes place from the lower-level employees to the top within an organization are not usually within the control
level management. The lower-level employees are of an individual employee. The system often comes in
able to offer suggestions on the effects of TQM to the
the way of employees who are trying to do a good job.
upper level management using this type of
communication. 7. Continuous improvement cycle – the continuous
3. Sideways/lateral communication – communication cycle of instituting customer requirements, meeting and
also takes place between various departments. This measuring them, measuring success and continuing the
type of communication is important because it breaks improvement can be used both externally and internally
down barriers between departments. It also allows a to stimulate quality improvements.
more professional dealing with customers and
suppliers. 8. Prevention – At the heart of TQM is the conviction
that it is possible to achieve DEFECT-FREE work most
4. Roof – includes recognition which brings greater of the time.
internal customer satisfaction which in turn leads to
external customer satisfaction in the organization. There This is termed “RIGHT FIRST TIME, EVERY
can be a huge change in self-esteem, productivity and TIME” or ZERO DEFECTS.
quality when the contributors are recognized.
The “right first time, every time” or zero defect
Recognition is the most important factor which acts as a policy is the results of an emphasis on prevention, and
catalyst and drives employees to work hard as a team the diligent use of measurement, process controls, and
and deliver their best. the data-driven elimination of waste and error.
 CORE CONCEPTS OF TQM  BENEFITS OF TQM

1. Creates a good corporate culture
- TQM philosophy revolves around developing a
culture that supports total commitment to customer
satisfaction through continuous improvement.
2. Better reviews from customers
- Given the equality assurance testing

procedures, the products of the company will constantly
meet the requirements and needs of clients and
customers.
3. Better performance from employees
- Through TQM, there is often more attention

placed on meeting the needs of the employees as part of
the program can boost employee morale at the
workplace resulting in employees working harder to
achieve the goals of TQM.

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 TOTAL QUALITY MANAGEMENT d.

b. Employee Empowerment b. Quality improvement – These are temporary teams

Three (3) Types of Communication 5. Synergy in teamwork – the idea of synergy in

 CORE CONCEPTS OF TQM  BENEFITS OF TQM

2. Better reviews from customers

- Given the equality assurance testing

3. Better performance from employees

- Through TQM, there is often more attention

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