Total Quality Management Principles: A Comprehensive Overview
Summary
TLDRThe video script delves into the concept of Total Quality Management (TQM), breaking it down into its core components: total quality, management, and the overarching process. TQM is presented as a systematic approach involving all levels of an organization, aiming to satisfy customers with excellent products and services at a reasonable price. The script outlines six key principles of TQM: customer satisfaction, total employee involvement, continuous improvement, strategic and systematic approach, integrated system, and fact-based decision making. It also discusses the advantages of TQM, including improved company environment, customer satisfaction, public image, reduction of non-productive activities, and better personal relations. However, it acknowledges potential disadvantages such as production disruption, employee resistance, increased costs, and discouragement of creativity due to the structured nature of TQM processes.
Takeaways
- 📈 **Total Quality Management (TQM)** is a comprehensive process involving all employees and management to achieve organizational goals and customer satisfaction.
- 💡 **Quality** refers to the excellence of products or services provided to customers, aiming for full satisfaction and setting the business apart from competitors.
- 🛠️ **Management** involves planning and executing operations efficiently, which is crucial for the successful implementation of TQM.
- 👥 **Employee Involvement** is vital as engaged and interested employees contribute significantly to a company's growth and development.
- 🔄 **Continuous Improvement** requires adapting to the needs of the time, embracing new technologies, and learning new skills for business growth.
- 🎯 **Strategic and Systematic Approach** is key to success, with a well-defined plan and strategy for providing services and reaching the target audience.
- 🏗️ **Integrated System** describes how different sections of an organization work together cohesively to accomplish tasks, like the production of a book.
- 📊 **Fact-Based Decision Making** ensures that company decisions are grounded in data and evidence rather than assumptions.
- 🌟 **Customer Satisfaction** is paramount; understanding customer needs and providing excellent service at a reasonable price point attracts and retains customers.
- 🤝 **Personal Relations** improve through TQM as it focuses on eliminating defects and meeting customer expectations, fostering trust and a strong brand-customer relationship.
- 📉 **Advantages of TQM** include an improved company environment, excellent customer satisfaction, a good public image, reduced non-productive activities, and better personal relations.
- ⚠️ **Disadvantages** may include production disruption due to training, employee resistance to structured work patterns, increased costs associated with quality initiatives, and potential discouragement of creativity.
Q & A
What is the core concept of Total Quality Management (TQM)?
-Total Quality Management (TQM) is a comprehensive process that involves well-organized and planned activities by all employees and management to achieve the company's targets, such as providing high-quality services or products, ensuring customer satisfaction, and operating within a reasonable price point.
How does TQM contribute to customer satisfaction?
-TQM contributes to customer satisfaction by focusing on understanding customer needs, providing services or products that meet or exceed those needs, maintaining good behavior and communication with customers, offering competitive pricing, and actively seeking feedback for continuous improvement.
What is the significance of total employee involvement in TQM?
-Total employee involvement is crucial in TQM because engaged and interested employees are more likely to contribute effectively to the company's growth. Employees are considered the building blocks of a company, and their full efficiency and productivity directly impact the organization's success.
Can you explain the concept of continuous improvement within TQM?
-Continuous improvement in TQM involves adapting to the changing needs of the time, embracing new technologies, and adopting new patterns to learn new skills. It is an ongoing process that requires organizations to regularly assess and enhance their operations to maintain quality and competitiveness.
What is a strategic and systematic approach in the context of TQM?
-A strategic and systematic approach in TQM refers to having a complete plan and strategy that outlines how the company will provide services, who the target audience is, and how to achieve the set goals. This approach is vital for the success and growth of any organization.
How is an integrated system related to TQM?
-An integrated system in TQM is demonstrated when all parts of an organization work together harmoniously to achieve a common goal. It is similar to how different sections of a press house collaborate to produce a book, ensuring that all tasks are performed efficiently and effectively.
What is fact-based decision making in TQM?
-Fact-based decision making in TQM involves making decisions based on concrete data and evidence rather than assumptions. This approach ensures that the company's decisions are grounded in reality, leading to more effective and reliable strategic choices.
What are some advantages of implementing TQM?
-Advantages of TQM include improvement in the company environment, leading to increased employee engagement; excellent customer satisfaction through feedback monitoring; a good public image for the enterprise; reduction of non-productive activities; and better personal relations with customers, fostering trust and loyalty.
What challenges might a company face when implementing TQM?
-Challenges in implementing TQM may include production disruption due to the need for employee training, resistance from employees who may not agree with the structured approach, increased costs associated with additional steps and training, and potential discouragement of creativity due to the pre-shaped work framework.
How can a company measure the success of its TQM initiatives?
-A company can measure the success of its TQM initiatives by monitoring key performance indicators such as customer satisfaction rates, employee engagement levels, reduction in non-productive activities, and overall revenue growth. Regular surveys and feedback mechanisms can also provide valuable insights into the effectiveness of TQM practices.
Why is it important for a company to regularly survey its customers in the context of TQM?
-Regular customer surveys are important in TQM because they provide insights into the changing needs and preferences of customers. This information can be used to make data-driven decisions and continuously improve products and services, ensuring that the company remains competitive and relevant in the market.
How does TQM help in reducing non-productive activities within an organization?
-TQM helps in reducing non-productive activities by systematically identifying and eliminating inefficiencies and waste in processes. By focusing on fact-based decision making and continuous improvement, organizations can streamline their operations, increase productivity, and ultimately generate better revenue.
Outlines
📚 Introduction to Total Quality Management
The first paragraph introduces the concept of Total Quality Management (TQM) by breaking it down into its constituent terms: 'total quality' and 'management.' It emphasizes that TQM involves every aspect of an organization's processes, from the lowest to the highest levels, and focuses on delivering excellent products or services to customers. The paragraph also uses the example of a business owner, John, who started a perfume company to illustrate how TQM can be applied to achieve customer satisfaction and business growth. The main principles of TQM are outlined, including customer satisfaction, total employee involvement, continuous improvement, strategic and systematic approach, integrated system, and fact-based decision making.
💡 Principles and Advantages of TQM
The second paragraph delves into the principles of TQM, explaining each one in detail. It discusses the importance of customer satisfaction, total employee involvement, and continuous improvement for the growth and success of a business. The strategic and systematic approach is highlighted as crucial for setting clear goals and planning to achieve them. An integrated system is described using the example of a book production process, where different sections work together to produce a book. The paragraph also outlines the advantages of TQM, such as improved company environment, excellent customer satisfaction, a good public image for the enterprise, reduction of non-productive activities, and better personal relations. However, it also acknowledges potential disadvantages, including production disruption due to training requirements, employee resistance to new processes, increased costs associated with quality initiatives, and the potential to discourage creativity due to strict adherence to set procedures.
Mindmap
Keywords
💡Total Quality Management (TQM)
💡Customer Satisfaction
💡Employee Involvement
💡Continuous Improvement
💡Strategic and Systematic Approach
💡Integrated System
💡Fact-Based Decision Making
💡Production Disruption
💡Employee Resistance
💡Quality as Expense
💡Discouraging Creativity
Highlights
Total Quality Management (TQM) involves all processes, efforts, and inputs from employees at all levels of an organization.
Quality refers to the excellence of goods or services provided to customers to ensure their satisfaction.
Management in TQM is a complete process that includes planning and executing operations to achieve company targets.
TQM is a systematic approach that includes well-organized activities by all employees to satisfy customers and achieve targets.
John's company, 'Gesture', aims to create a new fragrance to attract customers and achieve revenue growth while focusing on customer satisfaction.
Understanding customer preferences and promoting products effectively are key aspects of TQM.
The six main principles of TQM are customer satisfaction, total employee involvement, continuous improvement, strategic and systematic approach, integrated system, and fact-based decision making.
Customer satisfaction is crucial and involves identifying the target audience and producing goods or services according to their needs.
Total employee involvement is essential for company growth as engaged employees contribute to the company's development.
Continuous improvement requires adapting to the needs of the time and adopting new technologies and patterns.
A strategic and systematic approach is vital for a firm's success, as it involves proper planning and strategy to achieve targets.
An integrated system refers to the collective effort of an organization's various sections working together to perform tasks.
Fact-based decision making ensures that company decisions are based on facts and theories rather than assumptions.
Advantages of TQM include improved company environment, excellent customer satisfaction, good public image, reduction of non-productive activities, and better personal relations.
Disadvantages of TQM may include production disruption due to training, employee resistance to new patterns, increased expenses, and potential discouragement of creativity.
TQM can lead to the elimination of products or services not liked by customers, fostering trust and a good relationship between the brand and customers.
The systematic and arranged process of TQM, as followed by John to grow his company, is crucial for achieving targets and customer satisfaction.
Transcripts
total quality management for your better
understanding we will break this term
into three small segments total quality
and management so let us discuss the
total term the total is all processes or
efforts and work done or inputs that are
given to an organization by its
employees from the lower level to the
upper level known as the total quality
you can understand this by an example if
you are a business owner and doing a
production of some Goods or providing
some Services as service provider then
what is the quality or amount of
Excellence that you are giving to your
customers in terms of quality
what could services or products you can
give to your customers so that they are
fully satisfied with you or your
services called quality
here we can move to the last term
management this is a complete process in
which you plan all the necessary steps
which need to be followed by you or
anyone to complete the execution of any
operation
so after discussing all these terms now
we have a better understanding of what
is Total Quality Management we can
understand Total Quality Management as a
complete process this is a set of
well-organized and planned activities
which is done by all employees of any
organization as well as bosses also and
achieve the target which is set by the
company's owner like giving good
Services quality production quality
management 100 customers to satisfaction
and so on in a given time period and
also on a reasonable price which is best
for both company and customers this
whole process is known as Total Quality
Management
to better understand this process let's
take an example let us assume there is a
person named John who started a company
named gesture this is a perfume company
that has a goal to create a new
fragrance in the market so the company
can attract more customers and achieve
its Target and generate good Revenue but
on the other hand its focus is on
customer satisfaction also most
importantly how and why customer like a
product and how he can promote his
product so that he can attract more
audience it's all systematic and
arranged process known as Total Quality
Management which is followed by John to
grow his company the top authorities do
all calculations and give the result so
after understanding the term Total
Quality Management we will discuss the
main principles of total quality
management what is the principle of
total quality management and how we can
understand it in a much easier way
we can categorize it into six
subcategories customer satisfaction
total employee involvement continuous
Improvement strategic and systematic
approach integrated system and
fact-based decision making
so here we will discuss all these terms
in detail let us start what is customer
satisfaction this is a very important
term and initial step in any business
process when you start any type of
product or service you first decide who
is your targeted audience for whom you
are working and give Services once when
you identify your audience then you have
to produce your goods or services
according to their need what they
exactly want and what the specific
feature you are providing differently
from others so that they choose you over
others there are some more small
segments which are very important as
providing any customer service like a
good behavior because when you deal with
customers you have to be very careful
about your behavior your language and
all the informative term which you are
explaining in front of your customer
when you are good at these things then
only the customer can give you an
attentive response and choose you over
others also you have to provide the best
services at the best price so that
people about attracted towards you or
your product because you are giving them
services in their pocket budget While
others are providing their services at a
very high cost and most important term
always take feedback and review from
your customers so that you exactly can
find out what is your product value
among the customers and can improve your
service and product quality also do a
regular survey by which you can easily
identify the changeable need of your
customers and they can identify you as a
first choice
next we will discuss what is total
employee involvement in this term you
have to understand the involvement of
your employee and organization and how
they are engaging with their work
because if there is engagement there is
interest and if it got interested in the
work the company will automatically
start to grow because an employee
performs a very important role in the
development of any company that employee
gives its full efficiency and work done
to the organization the company starts
to grow and earn more while if the
employee is not like its work and do not
want to work his work is not as
attractive and productive as it should
be and by this company start to fall and
faces losses because the employee is
bricks of any company let us discuss
further what continuous Improvement is
in this term we cannot follow any
specific pattern we have to understand
the need of the time and according to
needs you have to change the pattern of
any work and also adopt new technology
and new patterns by which you can learn
new skills and grow more
now the next one is the Strategic and
systematic approach this is a very
important step for succeeding any firm
because when you have a complete plan
and strategy that is how you will
provide service whom you will provide
assistance to and who is your audience
when everything is based on proper
planning and strategy you can develop a
good industry and easily achieve your
target with your future Visionary step
here we will discuss what is the
integrated system you can understand
this term by an example let us assume
you have bought a book so there are many
individuals sectioned in the Press house
as the printing section binding section
writer machine operator and many more
they work hard and work together to
provide you your book so total
involvement of any organization to
perform any task can understand as an
integrated system
now let us discuss the last one which is
fact-based decision making in this
section all the decision which is taken
by company Authority is based on fact
and theories is not taken by assumption
so this is also a very common important
step
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a lot moving on let us discuss what are
the advantages of total quality
management
first Improvement in company environment
in this section we can understand it by
when the company environment improves
day by day you can feel energetic and
give your 100 to your work and give your
bright ideas which are suitable for the
company second excellent customer
satisfaction it is also an important
step because here we are calculating the
customer's feedback by monitoring them
through many online surveys and from the
ground level which also helps us to
improve our quality
third the good Public Image of the
Enterprise by this we can create a good
impression in public under tqm and by
this company grow more and achieve its
Target fourth help in checking
non-productive activities and base by
this we can reduce non-productive
activities and increase the productive
activities and help to grow our
organization and generate good Revenue
fifth better personal relations with the
help of total quality management we
eliminate the product or Services which
will not be liked by our customers or
the defective product which creates a
good relationship between the brand and
customers whether it's about the quality
or service of the product
our customers trust us and that is the
most important thing for any brand
so after discussing the advantage of
total quality management let's discuss
its disadvantage production disruption
in this section when we apply Total
Quality Management we have to develop a
training section also where we can train
our employees to work properly under
Total Quality Management so until and
unless we gave them training our
production stopped and that's the
disadvantage of total quality management
employee resistance maybe company face
employee disagreement because when we
applied Total Quality Management
employees have to work in a framed
pattern which may be not liked by many
employees
quality is expensive after total quality
management the expenses of the company
increase because we add some extra steps
and provide them with proper training
and strategize each and every single
detail which can increase our cost
discourage creativity after total
quality management you have to work in a
pre-shaped frame which closed the
opportunity for any new creativity
because you are not allowed to work
according to your wish you are only
allowed to work in the format that your
company permits you to do so this is all
for today hope you liked the video if
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share our video And subscribe to our
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which you want the next video thank you
thank you
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