Principles and Tools

of
Total Quality Management

Dr.K.Visweswara Reddy
Faculty Member
School of Enterprise Management (SEM)
 Total Quality Management (TQM) is a
management approach focusing on the
improvement of quality and performance in all
functions, departments, and processes across the
company to provide quality services which exceed
customer expectations.
  Core definition of total quality
management (TQM) describes a management
approach to long–term success through customer
satisfaction. In a TQM effort, all members of an
organization participate in improving processes,
products, services, and the culture in which they
work.
 Basic Principles of
Total Quality Management
1.Customer Centric Approach 
Consumers are the ultimate judge to determine whether
products or services are of superior quality or not. No matter
how many resources are pooled in training employees,
upgrading machines and computers, incorporating quality
design process and standards, bringing new technology, etc.; at
the end of the day, it is the customers who have the final say in
judging your company. Companies must remember to
implement TQM across all fronts keeping in mind the customers.
Amazon.com
Keep your ear to the ground:
Have a customer centric leader at the helm: Chief Executive of Amazon.com, Jeff Bezos is known to be a
customer obsessed leader
Innovate with the focus on the customer
2.Employee Involvement 
Ensuring total employee involvement in achieving
goals and business objectives will lead to employee
empowerment and active participation from the
employees in decision making and addressing
quality related problems. Employee empowerment
and involvement can be increased by making the
workspace more open and devoid of fear
Examples:-
Continuous Improvement teams.
formal quality of work life programs.
quality control circles.
flatter organizational structures.
labor management problem solving efforts.
3.Continual Improvement 

A major component of TQM is continual

improvement. Continual improvement will lead to
improved and higher quality processes. Continual
improvement will ensure companies will find new
ways and techniques in producing better quality
products, production, be more competitive, as well
as exceed customer expectations. Ex Fevicol
Adhesive
I phone 29 June ,17 to iphone XR -October 26, 2018
 4.Strategic Approach to Improvement 
Businesses must adopt a strategic approach
towards quality improvement to achieve their
goals, vision, and mission. A strategic plan is very
necessary to ensure quality becomes the core
aspect of all business processes. Ex. ITC Cigarettes
 How do you figure out what you need to measure and manage?
 How do you decide which (Key performance indicator) KPIs you want to
track?
5.Integrated System
 
Businesses comprise of various departments with
different functionality purposes. These functionalities
are interconnected with various horizontal processes
TQM focuses on. Everyone in the company should
have a thorough understanding of the quality policies,
standards, objectives, and important processes. It is
very important to promote a quality work culture as it
helps to achieve excellence and surpass customer
expectations. An integrated system ensures continual
improvement and helps companies achieve a
competitive edge.
6.Decision Making 

Data from the performance measurement of

processes indicates the current health of the
company. For efficient TQM, companies must
collect and analyze data to improve quality,
decision making accuracy, and forecasts. The
decision making must be statistically and
situational based in order to avoid any room for
emotional based decisions. Ex. Bajaj Chetak
7.Communications

Communication plays a crucial role in TQM as it

helps to motivate employees and improve their
morale during routine daily operations. Employees
need to be involved as much as possible in the day
to day operations and decision making process to
really give them a sense of empowerment. This
creates the environment of success and unity and
helps drive the results the TQM process can
achieve. Ex. Crabs Vs Ants Vs Penguins
It requires immense efforts, time, courage, and
patience to successfully implement TQM.
Businesses successfully implementing TQM can
witness improved quality across all major
processes and departments, higher customer
retention, higher revenue due to improved sales,
and global brand recognition.
7 Essential Tools for Quality Control
1. Flowchart
This tool is used when trying to determine
where the bottlenecks or breakdowns are in
work processes. Flow-charting the steps of a
process provides a picture of what the process
looks like and can shed light on issues within
the process. Flowcharts are also used to show
changes in a process when improvements are
made or to show a new work flow process.
2. Check Sheet
A check sheet is a basic quality tool that is used to
collect data. A check sheet might be used to track the
number of times a certain incident happens.
As an example, a human resource department may
track the number of questions by employees, per
category, per day. In this particular check sheet the
tools shows the total number of questions received
by the human resources department.
This information helps that department identify
opportunities to proactively share information with
employees in an effort to reduce the numbers of
questions asked.
3.Cause and Effect (fish bone or Ishikawa ) Diagram
A cause and effect diagram, also known as a fish-bone
diagram, shows the many possible causes of a problem. To
use this tool, you need to first identify the problem you are
trying to solve and simply write it in the box (head of the
fish) to the right.
Next, you will list the major causes of the problem on the
spine of the fish. Causes are typically separated into
categories of people, process, materials and equipment.
Causes are then identified through brainstorming with a
group familiar with the problem.
Once all of the possible causes are identified, they can be
used to develop an improvement plan to help resolve the
identified problem.
4. Pareto Chart
A Pareto chart is a bar graph of data showing the
largest number of frequencies to the smallest. In
this example, we are looking at the number of
product defects in each of the listed categories.
5. Control Charts
Control charts or run charts are used to plot data
points over time and give a picture of the
movement of that data. These charts demonstrate
when data is consistent or when there are high or
low outliers in the occurrences of data.
It focuses on monitoring performance over time by
looking at the variation in data points.
And, distinguishes between 
common cause and special cause variations. The
Dow Jones Industrial Average is a good example of
a control chart.
6. Histograms
Histograms are bar chart pictures of data that shows
patterns that fall within typical process conditions.
Changes in a process should trigger new collection of
data.
A minimum of 50-75 data points should be gathered
to ensure an adequate number of data points have
been collected. The patterns that are detected
demonstrate an analysis that helps understand
variation.
In this example, it shows that the receptionist
received the most phone calls about contribution
statements for that period.
7. Scatter Diagrams
Scatter diagrams are graphs that show the
relationship between variables. Variables often
represent possible causes and effect.
As an example, a scatter diagram might show the
relationship between how satisfied volunteers are
that attend orientation training. The diagram
shows the relationship between volunteer
satisfaction scores and volunteer orientation
training.
 Contact me on
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+91-9989022344
Mail me @
[email protected]
kvisweswarareddy @yahoo.co.in