The 8 Principles of Total Quality Management (TQM)
Summary
TLDRThe presentation focuses on the principles of Total Quality Management (TQM), emphasizing the importance of customer focus, leadership, process approach, people involvement, systematic approach to management, continual improvement, factual approach to decision making, and mutually beneficial supplier relationships. It highlights how these principles can lead to increased sales, revenue, customer loyalty, and business efficiency, with real-world examples provided to illustrate their application and impact.
Takeaways
- 📈 Total Quality Management (TQM) is a management technique that involves all employees in continuously improving their ability to provide valuable products and services.
- 👥 The first principle of TQM is customer focus, emphasizing the importance of understanding and meeting customer needs and expectations to ensure business survival.
- 🏆 Leadership plays a critical role in TQM by creating a progressive business environment and ensuring the organization's objectives align with customer needs.
- 🔄 Process approach in TQM involves adhering to processes that ensure consistency and efficiency, streamlining business operations.
- 👷♂️ People involvement is key to TQM's success, as it requires the total commitment of employees to increase productivity and sales.
- 🔄 Continual improvement is a core principle of TQM, pushing businesses to always strive for better services, products, and processes.
- 📊 Factual approach to decision making is crucial in TQM, requiring decisions to be based on rational analysis of data for informed choices.
- 🤝 Mutually beneficial supplier relationships are essential for creating value and increasing capacity for both the organization and its suppliers.
- 📚 Systematic approach to management is linked to process approach, emphasizing the importance of a clear system to manage and streamline business processes.
- 🏥 The principles of TQM are applicable across various industries, including healthcare, where continual learning and improvement are vital for evolving fields.
Q & A
What is Total Quality Management (TQM)?
-Total Quality Management is a management technique based on the idea that all employees continuously improve their ability to provide on-demand products and services that customers will find of particular value.
What are the eight principles of Total Quality Management?
-The eight principles of TQM are: leadership, customer focus, process approach, involvement of people, system approach, continuous improvement, factual approach to decision making, and mutual beneficial supplier relationships.
Why is customer focus considered the most important principle of TQM?
-Customer focus is the most important principle because without customers, there would be no business. Organizations should strive to understand their customers to better meet their requirements and expectations.
How can an organization implement the customer focus principle?
-An organization can implement the customer focus principle by doing research to understand customer needs, aligning objectives with customer needs, communicating with customers, mastering satisfaction, and managing customer relationships.
What are the benefits of applying the customer focus principle?
-Applying the customer focus principle can lead to increased sales, revenue, market share, and customer loyalty. It also increases the possibility of repeat business and positive word-of-mouth advertising.
What role does leadership play in TQM?
-Leadership is responsible for creating a productive and progressive business environment. They ensure the future hires maintain the atmosphere and implement the vision for the business.
How can an organization implement the process approach principle?
-An organization can implement the process approach principle by using TQM tools like process flowcharts, creating a visual action plan, analyzing and measuring current activities, and evaluating the impact of processes on customers and stakeholders.
What is the significance of involving people in TQM?
-Involving people is key to success in TQM because it increases productivity, processes, and sales with the total commitment of employees. It also fosters employee retention, innovation, and problem-solving.
How does the systematic approach to management relate to the process approach?
-The systematic approach to management is linked to the process approach as it argues that identifying, understanding, and managing processes using a clear system will help streamline the business and ensure that team members are dedicating the right amount of attention to key tasks.
Why is continuous improvement important in TQM?
-Continuous improvement is important because it ensures that a business is always pushing for improvements in services or products to stay competitive and meet customer needs.
How does the factual approach to decision making differ from other decision-making styles?
-The factual approach to decision making is based on rational analysis of data. Decision-makers take time to compile data and evidence before coming up with a solution, making them careful and adaptive thinkers.
What is the importance of mutually beneficial supplier relationships in TQM?
-Mutually beneficial supplier relationships enhance the ability of both the organization and its suppliers to create value. It allows for a more flexible response to customer demands and ensures a steady supply of necessary equipment and materials.
Outlines
📈 Introduction to Total Quality Management
The speaker introduces the topic of Total Quality Management (TQM) and its eight principles. TQM is described as a management technique that encourages continuous improvement among employees to meet customer demands. The principles of TQM are foundational to good business practices across industries. The first principle discussed is 'Customer Focus,' which emphasizes understanding and meeting customer needs and expectations. The speaker uses an example of a business catering to Muslim customers to illustrate the importance of aligning product offerings with customer beliefs. The benefits of focusing on customers include increased sales, revenue, market share, and customer loyalty.
👥 Leadership and its Impact on Business
Leadership is presented as the second principle of TQM, highlighting the need for strong, purposeful leadership to create a progressive business environment. The speaker engages the audience in a discussion about the qualities of a good leader, such as being a role model and the difference between a leader and a manager. The audience contributes their views, defining a leader as someone who can inspire and motivate, while a manager focuses on coordinating tasks. The importance of a leader's role in driving the organization towards its goals is underscored.
🛠️ Process Approach in Quality Management
The process approach principle is explained as the adherence to processes that ensure consistency and efficiency in production. Implementing this principle involves using TQM tools like process flowcharts to define roles and responsibilities clearly. The speaker suggests creating a visual action plan and analyzing current activities to identify areas for improvement. The benefits of this principle include faster development cycles, increased consistency, and a focus on continuous improvement.
👨👩👧👦 People Involvement for Organizational Success
The fourth principle, 'People Involvement,' is discussed with an emphasis on the total commitment of employees to increase productivity and sales. The speaker stresses the importance of employee empowerment and involvement, suggesting that without it, a business cannot progress. Methods to apply this principle include clear communication, acknowledging individual contributions, and encouraging problem-solving. The speaker invites audience members to share their experiences, emphasizing the democratic leadership style that values employee input for organizational improvement.
🔄 Systematic Approach to Management
The fifth principle discussed is the systematic approach to management, which links to the process approach by emphasizing the importance of managing processes using a clear system. This approach helps streamline business operations by ensuring that team members focus on key tasks. The speaker suggests providing proper training to staff and continually improving processes and equipment. The benefits include the ability to quickly identify and fix issues, overall improvement in organizational capabilities, and better performance.
🌟 Continual Improvement in Healthcare
The sixth principle of continual improvement is explored, with the speaker relating it to the evolving field of healthcare. The importance of updating knowledge and training to improve services and products is highlighted. The speaker shares an example of a healthcare unit that improved its services by catering to the needs of chemotherapy patients and their significant others. The benefits of this principle include improved knowledge and capabilities, better performance, and alignment with organizational goals.
📊 Factual Approach to Decision Making
The seventh principle, the factual approach to decision making, is discussed. The speaker explains that effective decisions are made based on rational analysis of data. The audience is reminded of different decision-making styles, with an emphasis on the analytical style. Implementing this principle involves analyzing and using reliable data to make informed decisions. The benefits include the ability to make rational decisions based on data, analyze and defend past decisions, and adapt based on new data.
🤝 Mutually Beneficial Supplier Relationships
The final principle of mutually beneficial supplier relationships is presented. The speaker defines this as the interdependence between an organization and its suppliers, where a good relationship enhances the ability to create value for both parties. The importance of good communication and relationships with suppliers is emphasized, using the example of a hospital's need for dialysis equipment. The principle is crucial for reacting quickly to customer demands and ensuring a smooth operation.
Mindmap
Keywords
💡Total Quality Management (TQM)
💡Customer Focus
💡Leadership
💡Process Approach
💡People Involvement
💡Systematic Approach
💡Continual Improvement
💡Factual Approach to Decision Making
💡Mutually Beneficial Supplier Relationships
💡Quality Management System (QMS)
💡Involvement
Highlights
Introduction to the principles of Total Quality Management (TQM).
Definition of Total Quality Management as a management technique.
Explanation of the eight principles of TQM.
Emphasis on customer focus as the first and most important principle.
Importance of understanding customer needs and expectations.
Leadership's role in creating a progressive business environment.
Difference between a leader and a manager.
Process approach for ensuring consistency and efficiency.
Involvement of people as a key to success in an organization.
Encouraging employees to take ownership and solve problems.
Systematic approach to management for streamlining business operations.
Continual improvement as a permanent goal for any successful organization.
Factual approach to decision making based on rational analysis of data.
Mutually beneficial supplier relationships for enhancing value creation.
Practical application of TQM principles in a healthcare setting.
Importance of continuous learning and improvement in the evolving healthcare field.
End of presentation and invitation for questions or clarifications.
Transcripts
to discuss about the you need to for
today's presentation I'm in jamulu
arceles by the way so my topic is about
the principles of total quality
management here we can discuss about the
eight principles of total quality
management
so these are the diagram of those
principles we have leadership customer
focus process approach involvement of
people system approach continuous
Improvement factual approach to decision
making and mutual beneficial supplier
relationships
but before that let's go back a little
bit is correct the whole presentation is
very long so I would like to go uh to
Define again what is a total quality
management total quality management is a
management technique based on the idea
that all employees continuously improve
their ability to provide on-demand
products and services that customers
will find of particular value
so the qms or the quality management
system principles uh don't just underpin
Quality Systems across the globe they're
also the foundation of good business
practice regardless of industry or
sector by following them you can ensure
that your business is well organized and
efficient the very definition of a total
quality management
so first a principle that I will do that
I will be uh discussing today is the
customer focus this principle now is the
first and arguably most important
principle because without customer there
would be no business no
um a business wouldn't exist if there's
no customers or Market to sell their
product in uh in the first place
therefore organizations should strive to
understand their current and future
customers in order to better meet their
requirements and expectations
to implement this principle in
organization or in a business
um the company itself now should do
research and understand the customers
needs and expectations align the
organization's objectives with the
customer needs like for example if
um let's put that in a market type like
now if you are in a uh in a setting or
in a place where most of your customers
uh future customers are Muslims of
course you won't sell a meat that is
pork because they're not allowed to eat
that meaning you need to understand what
is your customers needs in the first
place for your product not to have
buyers not in the first place and then
communicate with customers Master
satisfaction and use the results to find
ways to improve processes manage
customer relationships find a balance
for satisfying customers and other
interested parties such as the owners
employees suppliers and investors then
the benefits of this principle know when
we apply this in organization and use
tqm as a framework for your organization
more sales will come increased Revenue
market share and mind share of course if
you know what your customers needs and
then that's the product that you're
going to sell of course you are already
have a market you already a buyer of
your product so it will increase surely
not the revenue of your business
strong Customer Loyalty leading to
repeat business increased possibility
that satisfied customers will tell other
about your products and services
the best advertisement is by the way by
the mouth no meaning
sometimes um advertisement costs not too
much that's why much better if your
product is good in the first place so
miss my customers
advertising products so that's a good
point now if we really focus on our
customers
second principle is leadership
um this principle extols no the virtues
of strong purposeful unifying leadership
leaders are responsible for creating a
product and Progressive business
environment they also are in charge of
ensuring the future hires maintains the
atmosphere implementing this principle
in your workplace relies upon having an
established a vision for the business as
well as the right leaders in the place
to promote that ambition to the rest of
the team spending some time getting this
right from the get get go will save your
time and stress in the future
by the way I would like to ask now the
the group do you believe now in uh
organization or in a business there
should really be a leader for that
organization to be successful
everybody
hello
can I you may raise your hands guys uh
there is a race and button if you would
like to share your fund
rhodora yes I believe so Mom ends there
should be a leader but that leader
should also have a quality of you know
um being a good role model to the
um subordinates or the followers because
being a good leader is not you know you
have to show them that you do what you
thought so that they will follow you oh
yeah that's good no meaning
um for to Be an Effective leader you
must be a good example but is there a
difference between a leader and a
manager
uh as uh with regards to the talk that I
had yesterday
um leader like
um leader and a manager somehow they are
uh similar but uh leader I think
is someone
um who can also be a manager a manager
is a manager but a leader can be a
manager you know are you getting me yes
yes how about you Mr dude do you have
any idea
I see your hand raising
yes
for me a manager is the one that focuses
on manage uh planning organizing or
coordinating resources to manage tasks
and deliver results
while the leader while a leader should
be should have the qualities that will
inspire motivate and influence to those
on the ground to work on to reach the
desired goals of the organization that
is correct actually if you want to be a
leader you doesn't need to have a
position just like a manager when you're
a leader you inspire the people around
you to do good things towards reaching
the goals of your organization thank you
for your uh two cents Mr uh the third
and miss rhodora and next principle is
about process approach this principle
know it's about adhering to processes is
critical in quality management processes
ensure that the proper steps are taken
at the right time to ensure consistency
and speed up production so how can we
implement this principle in organization
or in a business first is use Total
Quality Management tools such as process
flowcharts it has been discussed a while
ago
um that this uh flowcharts Define and
delineate clear roles and
responsibilities so everybody knows who
does and what a certain times so if you
follow or use the framework of total
quality management in organization or in
a business these flowcharts will help
now for everyone in the organization to
identify their rules and part no in
terms of their contribution to achieving
the goals of the certain organization
next is to create a visual action plan
so everybody can easily see the specific
activities that need to be completed to
achieve the desired result this visual
action action plan actually is a very
helpful tool in identifying if your
organization is towards no to to
achieving your goals or backward uh
going to failure no if not not achieving
your goals next is analyze and measure
current activities with this to see
where improvements can be made or where
steps in the process are creating but
bottlenecks just like with the visual
actions you can identify what are the
threats or costs for for your
organization not to meet your plans no
or your goals in the future lastly
evaluate the impact your processes and
activities may have on your customers
suppliers and all stakeholders benefits
of this principle it makes your
development and production Cycles faster
of course you have
um you you already have visions no or
diagrams of what are your
um organizations are going through with
this process approach you can see that
your organization is on the right track
within the time frame you're set not for
your plans visual actions it's a um
action plan that has been taken out of
the computer and put that on a display
or or in a picture or diagram for easy
access for your activity no to to
evaluate or to monitor your activities
if it is on success
um path or you're going to the negative
side of being a failure of your um
activities or your your goals no of your
organization
next is more consistency and predictable
outcomes and it also focuses on
continued improvements and success
next principle is people involvement you
can't increase productivity processes or
sales without the total commitment of
employees actually this principle is
considered as key no to success because
though you have customers no because you
follow the principles or the first
principle which is customer focus you
have a good leader but you don't have
people no uh to do to do the actions for
your organizations you don't have
manpower to do the actions you're so
your business won't go any farther no so
that this people involvement or your
employment uh employee
um what they call this one your employee
commitment no is a key to success
um without empowerment of your people I
don't think so there will be a um
coordination or participation of your of
your people
that's why you know the key benefit of
total employee commitment it increase
employee retention because employees are
motivated committed and actively
involved in working towards customer
satisfaction
individual and team Innovation and
creativity in problem solving and
process Improvement employees who take
pride in accountability for their work
enthusiasm for active participation and
contribution to the continual
Improvement and here now how can we
apply this principle in an organization
or in a business of course there should
be a clear communication among the
member of the organization you
acknowledge the importance of each
individual contributing to the
completion of the product or the
completion of the goal no stress that
each team or individual accepts
ownership not only for the good things
but also they are responsible for their
own actions and give them responsibility
and opportunity to solve problems when
they arise encourage employees to
self-evaluate Performance against
personal goals and objectives and make
modifications as necessary to improve
workflow I would like to ask
you for sure we are all employees part
of organization do you think this
principle is really the key towards the
success of a certain organization
anybody
aside from the both of you anybody I
think you're the only to listen to my
report
is actually very interesting and
thank you
because me as an employee itself I know
how important not to be recognized in
your organization
anybody
let's share opinions here
so we will be an interactive you know
report yes Miss lucerna
by the way Ms La Cerna is
um correct me if I'm wrong a supervisor
and one of the private hospitals here in
Madison correct
yes so I want to hear the perspective of
the top level um management here where's
the top level
um on my point of view honestly people
this principle is very important because
uh you get to have your staff in uh
corporate with you with the policies as
a head of the department to the policies
that you want to implement or the
changes that you want to have for your
department if you want to involve or if
you want their cooperation you need uh
their voice also so so that they will
cooperate in whatever you want to
implement for them for the Improvement
of the department and uh in my
experience if there are certain uh what
they call this uh like uh problems let's
say as an easy term if there are
problems uh then they point out this one
and this one Mom we have a problem if
you try to ask them what do you think is
a solution or if you want to involve
them of the solution to the certain
problem that they they raced then uh and
you hear their their
uh suggestions you take the a bit of
their suggestions and
um like combine it with other
suggestions of your staff then you will
have a hundred almost 100 percent of
um cooperation with their staff and with
the
uh
success of your policies that you want
to implement or you want to change then
you will have a uh what this what do you
call this quality care for your patients
and harmonious relationship with
everyone in the department
thank you for your share of um knowledge
Mama about how important is people
involvement in a certain organization
because the the way you know Mom
lazarene explains somehow like a
Democratic Leadership
um in in that um type of leadership you
asked what is your people's opinion you
don't make a haze decision not because
you're the leader or not because you're
the head or or the or the head of your
organization you see consultations from
your people because in organization to
be a success no man is an island you
need people cooperation not towards
achieving the goal of your organization
so just like what I've said this
principle no is keep the success of a
certain organization
um
it also gives you more ideas no you can
more ideas towards no on achieving your
goals for your organization itself and
here also in implementing this principle
we encourage people to continually seek
opportunities to learn and move into
other roles to increase their knowledge
competence and experience no meaning we
let our stuffed or other yeah our staff
to explore out of the out of their
comfort zone no so they will gain more
knowledge and experience that somehow
will contribute positively to the
organization
and create an environment where
employees can openly discuss problems
and suggest ways to solve those problems
meaning there should be an open
communication among the members of the
organization
fifth principle is the systematic
approach to management this principle is
linked to the previous one which is the
um
the process approach no the systematic
approach is somehow related to the
process approach this principle is
linked to the previous one like what
I've said the process approach and
argues that identifying understanding
and managing processes using a clear
system will help to streamline your
business by ensuring that team members
are dedicating the right amount of
attention to key tasks your uh you will
eliminate wasted time and make your
business more efficient plus it looks
great for uh for prospective new clients
when your business is organized of
course if your um perspective
um client no we'll see that your
organization is
um well prepared organized of course
they will be attracted to your business
no and it's a win-win situation for
everybody how to implement this
principle first is we provide your
people with proper training like what
they've said not in the people's
involvement encourage your staff no to
gain more knowledge no and be out of
their comfort zone to experience more
you know for additional knowledge and
resources that will help them complete
their individual steps in the process
continually improve processes and
products and upgrade equipment as
necessary to reach goals and the
benefits of this include the an ability
to quickly identify react and fix
processes but till next or breakdowns
overall improve organizational
capabilities and improve performance how
this principle connected to process
approach of course when you say process
we follow a systematic approach like
this principle if you want your
organization to follow a certain process
towards success nor in achieving the
goals when you say procedures a step you
follow right so in order for this
process to be a progressive one no we
must use a clear system to check that we
are really on the right track towards
our goal
sixth principle is the continual
Improvement somehow as you can see now
um related Sila with the other
principles with this continual
Improvement
systematic uh approach
um training among employees same with
this the continual Improvement as the
old saying goes if you're not going
forwards of course you are going
backwards a business should always be
pushing for improvements continual
Improvement to to make sure that your
company is still producing a quality no
services or products because if you are
not they cannot bet that their
competitors will be no meaning if you
are not on the track not to uh to
improve to continually improve the
quality of your services I think
Business Services continual progress is
a permanent goal of any successful
organization so to be a successful
organization you you must make sure that
your organization is having this
principle now applied as a framework
Improvement in terms of services
to what kind of services or products you
are serving to your to your customers
like what I've said about customer focus
you you do research and you check your
what your customers need same with this
um
we need to improve our services to make
sure now at the clients at the services
that you provide no and allows uh the
market leader as will be the one setting
the agenda rather than playing cash
after competitors
much better now we think ahead of them
no few steps ahead of them through
continual Improvement of our services
our staff and our products
to implement this principle we Implement
policies to establish product processes
and system improvements as measurable
goals for individuals teams and
departments recognize and acknowledge
encourage Innovation to improve
processes and development encourage
employees to participate in available
training sessions to learn and take on
new and additional rules the benefit of
this principle is improve knowledge and
capable capabilities to increase
performance Improvement goals strategies
align with organizational organizational
capabilities and goals if we would like
to apply this principle now in our
um
field which is Healthcare we all know
that Health Care is an evolving field no
meaning
we need to improve our knowledge along
no with the evolving Technologies in
evolving information and knowledge set
to a field
uh anybody who could share uh what kind
of a continual Improvement experience
you had no
everybody
yes Miss anabia
yeah
um I could actually relate with this
continuous Improvement because uh we
usually handle chemotherapy patients in
our unit but the thing is those patients
actually have their own room so which
means they are also with their
significant others or accompanying with
them so
we do the treatment for the patient at
the same time we also do hydration for
their SOS so we do the you know uh
IV infusion for the SOS uh IV drip uh
it's actually like a multivitamins uh
that is an immuno booster so instead of
the unit giving chemotherapies only
solely for patients we also cater the
needs of the SOS so it's like you know
where they are in the same room having
the same thing of infusion but a chemo
and an IV drip for them so it's like our
unit is not having only
um profit from the chemotherapies but we
also get profit from the IV infusions
that we give to the accompanying
yes thank you for that uh shared Uh
current Karana environment anybody
we do have ctds continuous learning
license don't you think what's the
importance of that
anybody
foreign
um evaluation in our in different areas
of the hospital and then they
the evaluators would look for
Innovations and all and after that we
would they would also conduct a
somewhat an exit interview or for us to
for them to know what the
what we need from the ground or the
support that we need from the
um fandom management
thank you yes thank you sir no
um the importance of this containment
Improvement is to be updated
let's say for example
um best example here is
um
but now with the concept
um as a continual Improvement ideas
in the first place
we have to wait 46 hours
to prevent hypothermia with that no no
knowledge
through the continual Improvement there
are researchers
knowledge and this with continual
Improvement
to go under training and to to improve
their knowledge and also to explore more
outside comfort zone
contribute no positive Lisa to our
organization
seventh principle is the factual
approach to decision making this
principle states the effective decisions
are made based on rational analysis of
data do you still remember that they are
different decision making Styles and one
style that um
um uh let me close in the one style no
on the decision making is the analytical
here no factual approach meaning before
a a leader nor a manager or the head of
that organization make a decision that
manager look to the data gathered to be
rational in making decisions meaning
the decision maker or the leader takes
time to comply data and evidences before
they come up to a solution and they are
called as a careful and adaptive
adaptive uh adaptable thinkers the
analyze first no before they come up to
a solution how can we implement this
principle to an organization analyze
inject data to ensure that it is
reliable and accurate make relevant data
available to stakeholders use valid
methods to gather and analyze data make
decisions based on the facts learned
from the data and addition to their
experience and intuition benefit of this
is the ability to make informed
decisions decision is not haste no
meaning you undergo process that that
your decision is based on a um uh that
your your decision is rational you heard
reason behind your decision ability to
analyze and defend past Decisions by
referencing a Pac-12 records ability to
change past decisions based on the data
review she didn't make decisions
and this principle you make sure that
you have data to back up your decision
last principle is mutually beneficial
supplier relationships an organization
and its suppliers are interdependent and
a mutually beneficial relationship
enhances the ability of both to create
value increase capacity to create value
for both suppliers and organization that
is under or the definition of iso this
principle dictates that relationships
between your company and any suppliers
must must be mutual in order to add
value to both parties it allows both of
you to react more quickly and flexible
to customers demand if things are smooth
and harmonious between you and your um
supplier like for example not in a
organization in hospital
suppliers
supply parts and syringes and things
like that if you don't have a good
communication or relationship for for
for your suppliers I don't think no
those suppliers will supply you your
your needed um equipments now so this
principle is very important
good relationship with your suppliers
company but also the customers so let's
say for example
dialysis no you have supplier for that
but you don't have a good communication
you don't have good relationship with
your supplier
dialysis
of course
customers
because you cannot cater them because
you don't have equipment no for their
um uh yeah for their hemodialysis
so that's the end of my presentation do
you have any questions clarifications
浏览更多相关视频
What Is A Quality Management System (QMS) | Introduction To Quality Management System | Simplilearn
Total Quality Management Principles: A Comprehensive Overview
Seven Quality Management principles
What is Total Quality Management - TQM
What is Total Quality management (TQM)? | 7 Principles of Total Quality Management
CBME 1 | Lesson 1 | Part 2/3
5.0 / 5 (0 votes)