Total: Made up of whole
Quality: Degree of excellence a
product or service provides
Management: Art, Act, or manner of handling,
controlling & directing etc.
So, TQM is the art of managing the
whole to achieve excellence.
“TQM is defined as both philosophy
& guiding principles, that represent the foundation of a continuously
improving organization. TQM is the application of quantitative method and human
resources to improve all process within an organization and exceed customer
needs now and in future.”
TQM framework
·
Gurus: Shewart, Deming, Juran, Feigenbaum,
Ishikawa, Crosby, Taguchi
· Tools & Techniques: Benchmarking, IT, Quality management
system, Environment management system, Quality function deployment, Quality by
design, Statistical process control, Experimental design
·
Principles & Practice: Leadership, Customer satisfaction,
Employee involvement, Supplier partnership,
·
Approach: Continuous process improvement
·
Measure: Performance measure
