"Being ignorant is not so much a shame as being unwilling to learn to do things the right way"

What is TQM:
TQM is a management approach for an organization:
- centered on quality (Product, Service, Process & System)
- 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.

Definition of Quality
Joseph M. Juan:
Quality is fitness for use or purpose
W. Edwards Deming
A predictable degree of uniformity and dependability at low cost and suited to market
QuantifiedQ=P/E
P-Performance E-Expectations
ISO 9000:2005
Quality is the degree to which a set of inherent characteristics fulfills requirements.

Basic Approach towards TQM:- Committed and involved management to provide long-term top - to - bottom organizational support.
- An unwavering focus on the customer, both internally and externally.
- Effective involvement and utilization of the entire work force. Continuous improvement of the business and production process.
- Treating supplier as partners.
- Establish performance measures for the processes.

Change of Dimension
Quality Product to TQM
Decisions- Short term to Long Term
Emphasis- Detection to Prevention
Errors- Operations to System
Responsibility- QC to Every Body
Problem Solving Managers to Teams

Guru’s of TQM
Walter. A. Shewhart: TQC & PDSA
W. Edwards Deming: 14 Points & PDCA
Joseph M. Juran: Juran’s Trilogy
A. Feiganbaum: Customer requirement, CWQC, Employee, Involvement,TQC.
Kaoru Ishikawa: Disciple of Juran & Feigenbaum. TQC in Japan, SPC, Cause & Effect Diagram, QC.
Philips. B. Crosby: Four Absolutes - Quality - Req, Prevention of NC, Zero Defects & Measure of NC.
Taguchi. G: Loss Function

Obstacles- Top management commitment
- Changing Organization Culture
- Improper planning
- Continuous Training & Education
- Organization Structure & Departments
- Data’s & Facts For Effective Decisions
- Internal & External Customers-Dissatisfaction
- Empowerment & Teamwork
- Continuous Improvement

Benefits
- Improved Quality
- Employee Participation
- Team Work
- Internal & External Customer Satisfaction
- Productivity ,Communication
- Profitability & Market Share