The Concept of TQM

TQM is based on a number of ideas. It means thinking about quality in terms of all functions of
the enterprise and is a start-to-finish process that integrates interrelated functions at all levels.

It is a system approach that considers every interaction between the various elements of the
organization. Thus, the overall effectiveness of the system is higher than the sum of the
individuals outputs from the subsystems. The subsystems include all the organizational functions
in the life cycle of a product, such as design, planning, production, distribution, and field service.

The management subsystems also require integration, including strategy with a customer focus,
the tools of quality and employee involvement. A corollary is that any product, process, or
service can be improved, and a successful organization is one that consciously seeks and exploits
opportunities for improvement at all levels. The load-bearing structure is customer satisfaction.
The watchword is continuous improvement.

The following summarizes the key issues and terminology related to TQM:

1. the cost of quality as the measure of non-quality and a measure of how the quality
process is progressing.

2. a cultural change that appreciates the primary need to meet customer requirements ,
implements a management philosophy that acknowledges this emphasis, encourages
employee involvement, and embraces the ethic of continuous improvement.

3. enabling mechanisms of change, including training and education, communication,
recognition, management behavior, teamwork, and customer satisfaction programs.

4. implementing TQM by defining the mission, identifying the output, identifying the
customers, negotiating customer requirements, developing a supplier specification that
details customer objectives, and determining the activities required to fulfill\ill those
objectives.

5. management behavior that includes acting as role modes, use of quality processes and
tools, encouraging communication, sponsoring feedback activities, and fostering and
providing a supporting environment.