Total Quality Management | TQM | Business Administration | Commerce | Bcom Sem 6 | VNSGU

Meaning of TQM
TQM is an activity which integrates various production processes towards providing maximum satisfaction to the customers
Three Aspects of TQM
1) Quality Process
2) Management Process
3) People Process

Characteristics of TQM
1) Management philosophy
The top management feels that they are not producing goods or services, but they are generating satisfacton for the customers.
2) Customer Oriented
TQM tries to satisfy customers needs. Internal customers are those working in the organisation who demand good quality in every aspect. External customers are those who buy companys products and expect that their needs must be fully satisfied.
3) Continuous Process
TQM is not an eventual process but it is a process of continuous improvement. Every person tries to improve the quality of the finished goods continuously and bring down the cost.
4) No Defect in quality
TQM insist on having no defect in qualitynat all. Everybody has insist on perfectness in every respect.
5) Conciousness about Quality among Employees
Everybody from managing director to clerks and workers have to be linked with the process of improving quality. Not only those person who are connected with production but also people who are connected with accounts, financing, marketing and canteen services are concerned with quality.
6) Team Spirit
Co-operation of all persons working in the organisation is required to improve quality. Everybody should have team spirit and sense of faiyhfulness towards the company.
8) TQM tries to safeguard the interest of stakeholders
Generally TQM is based on product and services. But in practical, in order to maintain quality in goods and services every stakeholder is involved.
9) TQM is problem solving processes
TQM arranges brainstorming sessions with all concerned employees which develops several alternative solution and then selects the one which is most suited to pre established objectives.
10) TQM takes care of human element
TQM is not a mechanical activity. In fact it is based on the commitments of higher management towards the goal and the application of cretive ability of executive and employees.
11) Syestems Approach
In order to maintain the quality all the activities must be done as if they are all part of single system. Just like a motor car to run smoothly all its parts must run efficiently many systems are being used to maintain total quality. These includes statistical quality control, value engineering, quality circles, etc
12) TQM is a triangular activity
It integrates 3 approches namely
1) Quality Process
2) Management Process
3) People Process

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