Total Quality Management

Posted in Operations and Supply Chain Terms, Total Reads: 2055

Definition: Total Quality Management

TQM is an approach aimed towards customer organization and the way organizations do business. It beings all the quality and customer related processes into quality ideas. A term coined to describe Japanese-style management approaches to quality improvement. Since then total quality management (TQM) has taken on many meanings.

Simply put TQM in a management approach to long-term success through customer satisfaction. TQM is based on the participation of all members of an organization in improving processes, goods services and the culture in which they work.

Example :

1)      Committed and involved management in directing and participating employees in quality improvement. If the senior management is not involved TQM will fail .The management should start these processes and be trained in these concepts .The quality council should be formed comprising of the CEO and senior management to decide on the core values to help decide the culture of the organization. Core values should be based on employee motivation, continuous improvement and fast response.

2) Focus on customers :The expected qualities of a supplier are high quality ,high flexibility ,high service level, short lead times, low variability in meeting targets and low cost . The customer expects improvement on all these and shouldn’t be tradeoff.

3) Employee involvement : The objective of employee involvement is  not only to bring people to the jobs but help them excel in it. Providing training which help them acquire necessary skills ,cross functional training , continuous process improvement  and other statistical tools for people driven improvement. Local ownership aimed at taking ownership for the processes people are associated with. This makes them committed in improving those processes with those they have been empowered.

4) Supplier partnerships are very important for manufacturing or services industry in just in time manufacturing and total quality management.

5) Performance measures are aimed at

a) Quantity improvement- Increasing the number of units produced  during a period of time.

b) Cost- The resources needed to produce given output.

c) Time/Delivery – Ability to deliver the product or service within the mentioned time.

d) Qualitative aspects- Theses focus on functions, aesthetics, accuracy.

The method of implementing this approach are found in teachings of such a quality leaders as Philip B. Crosby, W. Edwards Deming, Armand V Feignbaum, Kaoru Ishikawa, J. M.. Juran and Genichi Taguchi.


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