What is Total Quality Management - TQM
Summary
TLDRTotal Quality Management (TQM) is an organizational approach focused on long-term success through customer satisfaction, continuous improvement, and employee involvement. Rooted in 1920s statistical quality control, TQM has evolved into principles like customer focus, process-centric management, and fact-based decision-making. It promotes cross-functional collaboration, data-driven problem solving, and process improvement to enhance quality and build a customer-focused culture. TQM's ultimate goal is delivering consistent value to customers by improving every aspect of the business, from products to processes, while fostering a blame-free, quality-driven environment across the organization.
Takeaways
- 📚 TQM stands for Total Quality Management, an approach used by organizations to achieve long-term success by focusing on quality goods and services.
- 🌐 TQM's roots date back to the 1920s with Walter Shewhart's statistical methods, further developed by W. Edwards Deming in post-WWII Japan.
- 🌿 TQM principles have influenced modern methodologies such as Lean, Operational Excellence, Agile, ISO, and Six Sigma.
- 💡 The core of TQM is built on eight principles: customer focus, employee involvement, process-centered approach, systems integration, strategic planning, fact-based decision-making, effective communication, and continuous improvement.
- 🔍 TQM emphasizes a customer-centric approach, where customer feedback is crucial for developing and enhancing products and services.
- 🛠️ A key belief in TQM is that system and process failures, not people, lead to poor quality outcomes, hence the focus on process improvement.
- 📊 TQM is data-driven, relying on statistical process control and fact-based decision-making for quality management and improvement.
- 🔄 The Plan-Do-Check-Act (PDCA) cycle and seven quality control tools are integral to TQM's continuous improvement practices.
- 👥 Total involvement is a cornerstone of TQM, requiring participation from all levels of the organization to drive quality improvement.
- 🔧 TQM is not just a set of practices but also a strategic approach that integrates with the business strategy and involves change management and clear communication.
Q & A
What is Total Quality Management (TQM)?
-Total Quality Management (TQM) is an approach used by organizations to achieve long-term success by developing people and processes that can deliver the highest level of quality goods and services to customers.
What is the historical background of TQM?
-TQM has roots dating back to the 1920s when Walter Shewhart applied statistics to quality control in industrial processes. His student, W. Edwards Deming, further developed these ideas in post-World War II Japan in the late 1940s and 1950s.
What are the eight principles of TQM?
-The eight principles of TQM are: customer focus, employee involvement, being process-centered, integrating systems across the extended enterprise, strategic approach, fact-based decision-making, effective communication, and continuous improvement.
How does TQM contribute to productivity improvement?
-TQM contributes to productivity improvement by preventing errors and problems, faster problem-solving, improved supplier relationships, reducing total costs of quality, and recognizing and reducing risk.
What is the significance of customer focus in TQM?
-Customer focus in TQM is significant because it believes that an organization's success is based on delivering quality products, services, or experiences to the customer. TQM aims to not only meet but also exceed customer quality requirements using feedback for continuous improvement.
How does TQM view the role of systems and processes in quality outcomes?
-TQM believes that when there is a poor quality outcome, it is the systems and processes, not the people, that are at fault. Therefore, the focus is on building and improving processes that anyone can perform to provide value to the customer repeatedly and reliably.
What is the process-centric principle of TQM?
-The process-centric principle of TQM involves defining how work is done, identifying what it takes to deliver good quality, and maintaining standards. It also encourages everyone to pay attention to how work is done and continuously look for ways to make it easier, better, and faster.
How does TQM use data and analytics?
-TQM is a scientific approach to management that relies on data for tracking business performance, collecting customer feedback, and experimentation. Good decision-making in TQM is based on using facts and data to understand the situation rather than relying on feelings and opinions.
What is the role of management in TQM?
-Management plays a direct role in TQM activities through cross-functional improvement efforts and by creating an environment that supports engagement at all levels. They are responsible for providing training, encouraging improvement ideas, and leading by example with fact-based decision-making.
How does TQM integrate with the overall business strategy?
-TQM must be used to achieve the business strategy, with objectives tied to the overall strategy. A common practice for a strategic approach is hoshin planning or strategy deployment, which breaks down larger objectives into smaller ones at each organizational level, integrating and aligning efforts.
What does the term 'total' in TQM signify?
-In TQM, the term 'total' signifies three meanings: total involvement, where continuous improvement and quality management are part of every person's job; a focus on quality improvement across all parts of the enterprise; and total commitment from leadership to quality, which includes setting goals, providing training, and improving their own management processes.
Outlines
📚 Introduction to Total Quality Management (TQM)
Total Quality Management (TQM) is a strategic approach used by organizations to achieve long-term success by focusing on delivering high-quality goods and services. Originating from the 1920s with Walter Shewhart's application of statistics to quality control, TQM was further developed by W. Edwards Deming in post-WWII Japan. The approach emphasizes eight core principles: customer focus, employee involvement, process-centered activities, system integration, strategic planning, fact-based decision-making, effective communication, and continuous improvement. TQM is not just about meeting customer quality requirements but also about using feedback for product and service development, aiming to provide a superior customer experience. The approach views poor quality outcomes as systemic issues rather than individual faults, advocating for process improvement to ensure consistent and reliable value delivery to customers.
🔍 Deep Dive into TQM Principles and Practices
TQM is supported by a set of proven practices and tools, including the Plan-Do-Check-Act (PDCA) cycle for problem-solving and the seven quality control tools for data analysis. It often involves cross-functional teams addressing both immediate and long-term challenges, with management playing a direct role in these activities. TQM is designed to instill a culture of continuous improvement, where everyone seeks safer, easier, and better ways to work. It must align with the business strategy, often using Hoshin planning for strategy deployment, breaking down larger objectives into smaller, manageable ones across different organizational levels. TQM views the business as a system of interrelated processes, extending to suppliers and customers for long-term relationships. It emphasizes total involvement, with everyone at all levels contributing to process improvement, and leadership commitment to quality, including setting goals, providing training, and fostering a blame-free culture.
🏁 Conclusion and Summary of TQM
The final paragraph wraps up the discussion on TQM, highlighting that any management approach embracing the principles of total involvement, continuous improvement, and quality management across all parts of an enterprise can be considered a TQM system. It underscores the importance of leadership commitment to not only setting goals but also practicing TQM to improve their own management processes. The paragraph concludes the review of TQM, indicating that while organizations may have different definitions and methods, the core ideas of TQM remain consistent.
Mindmap
Keywords
💡Total Quality Management (TQM)
💡Customer Focus
💡Process-Centered
💡Continuous Improvement
💡Fact-Based Decision Making
💡Strategic Approach
💡Employee Involvement
💡Communication
💡Lean
💡Six Sigma
Highlights
TQM is an approach for organizations to achieve long-term success by developing high-quality goods and services.
TQM's roots date back to the 1920s with Walter Shewhart's application of statistics to quality control.
W. Edwards Deming further developed TQM in post-WWII Japan, influencing many global organizations.
TQM principles include customer focus, employee involvement, and process-centered thinking.
TQM is based on strategic planning, fact-based decision-making, and effective communication.
Benefits of TQM include productivity improvement, error prevention, and faster problem solving.
TQM fosters a customer-centric design of new processes, products, and services.
TQM principles help build a strong organizational culture focused on quality.
TQM is organized around eight principles supported by proven practices and tools.
The starting point for TQM is focusing on the customer's experience to drive quality.
TQM believes that system and process improvements, not blame, are key to quality outcomes.
TQM encourages quantifying success and defining steps to achieve it for successful implementation.
The process-centric principle of TQM emphasizes interconnected processes and system optimization.
TQM uses data and analytics for fact-based decision making and strategy validation.
TQM employs the PDCA cycle and seven quality control tools for problem-solving and data analysis.
Management involvement is crucial in TQM, with a focus on cross-functional improvement efforts.
TQM must align with business strategy, using hoshin planning for strategic deployment.
TQM requires total involvement from all levels of the organization for process improvement.
Leadership in TQM must communicate the strategy and engage stakeholders for a successful implementation.
TQM's 'total' aspect signifies total involvement, comprehensive quality focus, and leadership commitment.
Transcripts
hi and welcome
tqm or total quality management is an
approach organizations use to achieve
long-term success
tqm does this by developing people and
processes capable of delivering the
highest level of quality goods and
services to customers
tqm has routes that go back to the 1920s
when walter shoehart applied statistics
to quality control in industrial
processes
his student w edwards deming developed
shoehart's ideas in post-world war ii
japan in the late 1940s and 1950s
many organizations worldwide have
studied and adopted the quality and
productivity methods of tqm since then
we can find the roots of lean
operational excellence agile iso and six
sigma in tqm
today organizations approach tqm in
different ways but there is a common set
of principles and practices
the eight principles of tqm are
customer focus
employee involvement being process
centered and integrating systems across
the extended enterprise
in addition tqm is based on a strategic
approach
fact-based decision-making effective
communication and continuous improvement
these principles act as north stars to
help us stay on the right course
the benefits of tqm include but are not
limited to
productivity improvement prevention of
errors and problems
faster problem solving improved supplier
relationships reduce total costs of
quality
recognizing and reducing risk
and customer-centric design of new
processes products and services
additionally practicing tqm principles
helps to build and strengthen the
organization's culture
tqm is organized around a set of eight
principles supported by proven practices
and tools
this enables people to use tqm to take a
strategic approach to integrating the
systems across an enterprise and
developing a customer focused culture
tqm does this through total involvement
in process-centered continuous
improvement while making fact-based
decisions and communicating effectively
the starting point for tqm is to focus
on the customer's experience
tqm believes that the success of an
organization is based on delivering
quality products services or experiences
to the customer
it's the customer who decides what level
of quality they will accept
tqm not only aims to achieve a
customer's quality requirements but uses
feedback to develop and improve the
product and services
gaining an understanding of the customer
provides a long-term competitive
advantage
the tqm belief is that when there's a
poor quality outcome it's the systems
and the processes not the people that
are at fault
therefore in tqm the focus is on
building and improving processes that
anyone can perform to provide value to
the customer repeatedly and reliably
this requires quantifying success and
defining the steps taken to get there
both of which are essential for
successful implementation of tqm
the process-centric principle of tqm
does not mean a narrow focus on
individual process tasks
it's true that the pdca cycle of
experimentation mostly happens at the
process level where daily work is done
however
the process centric principle also
applies to looking at how processes are
interconnected in a system or value
chain
this connects with the idea that the
downstream process is the internal
customer
the tqm approach also considers how to
integrate and optimize the whole system
the process-centric approach begins with
defining how the work is done
identifying what it takes to deliver
good quality and maintaining standards
tqm encourages everyone to pay attention
to how the work is done and continuously
look for ways to make it easier better
and faster
as we build more reliable processes we
measure the key characteristics at each
to establish statistical process control
or spc
this requires the collection and
analysis of data
that brings us to our next principle
which is to make decisions based on
facts and data
tqm is a scientific approach to
management
tracking business performance collecting
customer feedback and experimentation
all rely on data
good decision making is based on using
facts and data to understand the
situation rather than relying on
feelings and opinions
tqm uses data and analytics to ensure
that the strategy is working for the
organization
in tqm people build better processes and
systems by using various quality
improvement practices
this includes the plan do check act or
pdca cycle for problem solving and
experimentation and the seven quality
control tools to collect and analyze
data
people may do this in temporary
cross-functional teams to address
immediate issues or in standing teams to
address long-term challenges
management is directly involved in these
activities as well as through steering
committees
the aim of applying process-centered
data-driven continuous improvement is to
improve quality and the customer
experience
however these principles also help to
instill an organization with a culture
in which everyone constantly seeks new
ways to make work safer easier and
better
for tqm to be effective across the whole
organization it must be used to achieve
the business strategy
while the initial deployment of tqm may
be at a site level or at the
departmental level the objectives must
be tied to the overall strategy
a common practice to enable a strategic
approach is hoshin planning
also called strategy deployment this
approach breaks down larger objectives
into smaller ones at each organizational
level integrating and aligning efforts
strategy deployment as part of tqm
allows people to take ownership not only
of their contribution to the overall
strategic objectives or what to achieve
but also to identify
how they will achieve it
the deployment of tqm must also be
viewed as an integrated system at the
strategic level and at the process level
at the process level as people make
changes across the organization they
must make sure that these build up to
larger processes that deliver value
smoothly to the customer
at the strategic level strategy
deployment and other methods ensure that
the efforts and objectives at each level
are aligned with the company's overall
strategy and goals
together this tqm principle means that
we must understand and manage the
business as a system of interrelated
processes
this thinking begins with the
organization but eventually extends to
include suppliers and customers in
mutually beneficial long-term
relationships
another fundamental principle of tqm is
total involvement in building and
continuously improving capable processes
the people who do the work contribute
their ideas and knowledge for how to
make the quality better
tqm involves everyone at all departments
in customer focused process-centered
improvement activity
the goal is to provide customers with
excellent goods services and experiences
from every level of the organization
management at all levels gets involved
through their own cross-functional
improvement efforts
additionally management is responsible
for creating an environment that
supports engagement at all levels
this includes providing training
encouraging improvement ideas from teams
and individuals and measuring and
recognizing the progress of improvement
teams
it also involves leading by example by
embracing fact-based decision-making and
creating a process-censored blame-free
culture
as an organization-wide long-term effort
to improve every process tqm requires a
large amount of change management
this is based on clear frequent and
strong communication across the
organization this is the eighth and
final principle of tqm
at a minimum leaders must communicate
the key points of the plan in terms of
the 5w and 1h such as why are we doing
tqm
what is the plan what will change
when will tqm come to my team
how will we measure success
what is expected of me
and where will we start
leadership must create a communication
strategy and engage in conversations to
deepen understanding and engagement with
all key stakeholders
based on these eight principles and
their supporting practices we can see
that the word total in tqm has three
meanings
first it means total involvement
continuous improvement and quality
management are part of every person's
job
second in tqm the focus of quality
improvement must go beyond the services
and products
quality improvement efforts apply to all
parts of an enterprise
this includes but is not limited to how
we design
develop
market produce deliver
and support our goods and services
third in tqm the leadership is totally
committed to quality
this requires goal setting training
funding and direction
but more importantly leaders must
practice tqm to improve the quality of
their own management processes and
systems
although organizations may use different
definitions of tqm principles and
methods
we can say that any management approach
that embraces these ideas is a total
quality management system
that wraps up our review of tqm
we'll see you soon
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