Introduction and Characteristics of TQM

INTRODUCTION TO TQM

As we aware, Total Quality Management (TQM) has captured the worldwide attention in recent years. TQM has become a buzzword for all the successful business organisations world over. All organisations have realized the potential benefits of TQM approach.

Why TQM?

The importance of TQM have been realized because of the following important reasons:

It has become a question of survival in the intense competitive environment.
Increasing customer consciousness all over the world.
Need for earning profit instead of making profit.
Crucial role played by organisational issues, such as leadership, human resource, revolution in information technology, etc., in quality management.

In the following sections, we shall address concepts, principles, and other philosophies related to TQM.

What is Total Quality Management?

First, we analyse the word TQM.
Total – Made up of the whole.
Quality – Degree of excellence a product or service provides.
Management – Act, art, or manner of handling, controlling, directing, etc.
Therefore, TQM is the art of managing the whole to achieve excellence.

TQM Defined

TQM has been defined in various ways. Some of the important definitions of TQM are given below:

1. TQM is the management approach of an organisation, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organisation and to society. -ISO

2. TQM is an integrated organisational approach in delighting customers (both internal and external) by meeting their expectations on a continuous basis through everyone involved with the organisation working on continuous improvement in all products, services, and processes along with proper problem-solving methodology. – Indian Statistical Institute (ISI)

3. TQM is a people – focused management system that aims at continual increase in customer satisfaction at continually lower cost. TQM is a total system approach (not a separate area or programme), and an integral part of high level strategy. It works horizontally across functions and departments, involving all employees, top to bottom, and exceeds backwards and forwards to include the supply chain and the customer chain. – Total Quality Forum of USA

Characteristics of TQM

The above definitions revealed the following characteristics of TQM:

✓ TQM is a management philosophy to guide a process of change.
✓ TQM is a customer-oriented management system.
✓ TQM starts at the top; it requires the leadership of top management and continuous involvement.
✓ TQM is a teamwork; it requires organisation-wide involvement.
✓ TQM calls for planning.
✓ TQM is a strategy for continuously improving performance at all levels and in all areas of responsibility.
✓ TQM is about achieving results by produces based approach.
✓ TQM recognises internal customer-supplier relationship.
✓ TQM considers suppliers as part of the organisation’s processes.
✓ TQM aims to instill a ‘prevention not an inspection’ ethic.
✓ TQM emphasizes the importance of measurement.
✓ TQM inter-links and integrates the various sub-systems of the organisation.
✓ TQM aims at meeting the dynamic needs of the customer and creates a loyal and diversified customer base.