Total Quality Management by Rohit Dhakal
Total Quality Management by Rohit Dhakal
( TQM )
Concept of total quality management
Total Quality Management (TQM) is a management approach that
focuses on long-term success through customer satisfaction. It
involves continuous improvement of processes, products, and
services by integrating the efforts of all members of an
organization.
1. W. Edwards Deming : Deming's argument was that quality that is achieved through a
reduction in statistical variation improves competitive position as well as productivity.
He defined Quality as being the direct result of quality of design, quality of conformance and the
quality of the sales and service function.
A great believer in measuring quality by direct statistical measurement against specification,
the goal of quality improvement is to reduce variation.
He developed a set of 14 points for management that express these issues.
His beliefs were that quality management and improvement were the responsibility of all
employees in a company.
Deming also believed that managers must change and develop partnerships with those at the
operating level of the business, which is one of the key elements in the Total Quality
Management Philosophy.
14 steps by Deming
1. Constancy of purpose
2. Adopt the new philosophy
3. Cease dependence on inspection
4. End lowest tender contracts
5. Improve every process
6. Institute training on the job
7. Institute leadership
8. Drive out fear
9. Break down barriers between departments
10. Eliminate slogans
11. Eliminate management by objectives
12. Remove barriers to pride in work
13. Institute education and self improvement
14. Transformation is everyone job
2. Joseph Juran: Juran defined quality as being “fitness for use” and really
emphasized the cost of quality. He believed that it was important to take
management structure as a starting point and to build the quality
improvement program from that baseline.
4. Philip Crosby:
1. Management commitment
2. Quality improvement team
3. Quality measurement
4. Cost of quality evaluation
5. Quality awareness
6. Corrective action
7. Zero defects planning
8. Supervisor training
9. Zero defects day
10. Goal setting
11. Error cause removal
12. Recognition
13. Quality councils
14. Do it over again
Principle of TQM
a. Employee participation and development: Quality betterment is not
possible without the employee participation. Employee are the
internal customer, and every employee should be taken as the
‘Quality Worker’. The employee should be regularly updated and
trained for the emerging quality processes and standard.