Tqm

• Total: Involving the entire organization,

supply chain, and/or product life cycle • Quality: With its usual definitions, with all its

complexities • Management: The system of managing with

steps like Plan, Organize, Control, Lead, Staff, provisioning and organizing

"TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society."

Total Quality Management (TQM) is a business management strategy aimed at embedding awareness of quality in all organizational processes. TQM has been widely used in manufacturing, education, call centers, government, and service industries, as well as NASA space and science programs.

Commitment by senior management and all employees

Meeting customer requirements Reducing development cycle times Just In Time/Demand Flow Manufacturing Improvement teams Reducing product and service costs Systems to facilitate improvement Line Management ownership Employee involvement and empowerment Recognition and celebration Challenging quantified goals and benchmarking Focus on processes / improvement plans Specific incorporation in strategic planning

Total Quality Management

“Do the right things, right the first time, every time.”

TQM

Constant drive for continuous improvement and learning.

Concern for employee

involvement and development

Management by Fact

Result FocusPassion to deliver customer value /

excellence

Organisation response

ability

Actions not just words

(implementation)Process

Management

Partnership perspective (internal / external)

Compliance with specific requirements.Freedom from defects/ imperfection.Degree of excellenceAchieving customer satisfaction.Delighting the customer

“ The totality of features and characteristics of an entity that bear on its ability to satisfy stated and implied needs”.

Quality of design is the extent to which quality characteristics are designed in to the product in terms of specification for performance, features, size, aesthetics etc. Example – two brands of a product can be both ‘fit for use’ but design specification may be very different.

Customer satisfaction is of utmost priority. Leadership.Quality is strategic issue.Quality is the responsibility of all employees at all

levels.All functions of an organization should focus on

continuous improvement.Quality problems are solved by cooperation of

employees and management.SQC methods must be used for problem solving and

continuous improvement.Training and education of all employees forms the

basis for continuous improvement.

Inputs similar to manufacturing Processes & outputs are different Services tend to be labor intensive Quality measurement is harder Timeliness is important measure TQM principles apply to services

Quality is key to effective strategy in a competitive environmentClear strategic goal, vision, mission that focuses on customer

satisfaction through quality is essential.High quality goals need to be setOperational plans & policies are needed to achieve the quality

goalsFeedback mechanism is essential to modify, update and rectify

strategic plans.Strong leadership is essential to integrate quality into an

organization's strategic plan. It is needed to create the right environment for successfully implementing Quality strategy.

Quality management is a method for ensuring that all the activities necessary to design, develop and implement a product or service are effective and efficient with respect to the system and its performance. Quality management can be considered to have three main components: quality control, quality assurance and quality improvement. Quality management is focused not only on product quality, but also the means to achieve it.

Quality Management System (QMS) can be defined as a set of policies, processes and procedures required for planning and execution (production/ development/ service) in the core business area of an organization. QMS integrates the various internal processes within the organization and intends to provide a process approach for project execution. QMS enables the organizations to identify, measure, control and improve the various core business processes that will ultimately lead to improved business performance

A Quality Circle is a volunteer group composed of workers (or even students) who meet to talk about workplace improvement, and make presentations to management with their ideas, especially relating to quality of output in order to improve the performance of the organization, and motivate and enrich the work of employees.

APPLYING TQM PRINCIPLES IN HRMFocus on customer need.Focus on problem prevention and not

correction.Make continuous improvements.Train employees in ways to improve quality.Apply team approach to problem solving.

SOME USES OF TQM IN HRMImportance of TQM philosophy.Development of TQM blueprint.Senior management and TQM.Company wide role of HRM in instituting

TQM culture.TQM training and development.

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