1. MEANING OF TQM
 The Institute of Management Services defines Total Quality Management as:
"A strategy for improving business
performance through the commitment and
involvement of all employees to fully
satisfying agreed customer requirements, at
the optimum overall costs, through
the continuous improvement of the
products and services, business processes
and people involved."

2. TOTAL QUALITY
MANAGEMENT{DOING THINGS RIGHT}
 TOTAL- made up of whole
 QUALITY-degree of excellence i.e.
performance over expectation
 MANAGEMENT- act,art,or the manner of
handling, controlling, directing etc.

3. MEANING OF SIX SIGMA
 Six Sigma is a business management strategy,
USA in 1986, that is widely used in many sectors
of industry.
 Six Sigma seeks to improve the quality of process
outputs by identifying and removing the causes of
defect
minimizing variability in manufacturing and busines
s processes.
 A six sigma process is one in which 99.99966% of
the products manufactured are statistically
expected to be free of defects (3.4 defects per

4. PRINCIPLES OF TQM
 Produce Quality Work The First Time.
 Focus On The Customer
 Have A Strategic Approach To Improvement.
 Improve Continuously And Always
 Encourage Mutual Respect And Teamwork.
 Add Value To The Process
 Implement The New Technology
 Plan For All Contingencies
 Develop 'Win-win' Scenarios
 Develop A Master Plan

5. TOOLS OF TQM
1- Pareto chart
2- Histogram
3- Fish Bone
4- Flow Chart
5-Check points

6. Advantages of Total Disadvantages of Total
Quality Management: Quality Management:
 Improves  Initial introduction co
reputation sts
 Benefits may not be
 Higher employee
seen for several
morale years
 Lower costs  Workers may be
 Quality Control resistant to change –
inspectors may feel less secure
in jobs
 Reduced

7. ELEMENTS OF TQM
Leadership
Employee involvement
product/process
excellence
Continuous improvement

8. FRAMEWORK OF IMPLEMENTING TQM
 Identify the degree of commitment, key interest and list down the long term
changes required
 Define objectives of tqm
 Identify resources available and develop understanding of organizational system
with quality system
 Specify top mgmt commitment through quality policies, procedures and processes
 Create participative work environment
 Design plans
 Develop strategies for implementing
 Allocate resources
 Implement & monitor
 Measure benefits in terms of increased customer satisfaction
 Review and reward

9. OBSTACLES TO IMPLEMENT TQM
 Lack of company wide definition of quality
 Lack of formalized strategic plan for change
 Lack of customes focus
 Poor inter organixzational communication
 Lack of real employee empowerment
 Drive for short term financial results

10. conclusi  TQM – A WAY OF
WORKING
on  INVOLVES EVERYONE
 HIGH PROMINENCE ON
CUSTOMER
 AWARDS BASED ON
TQM
THANX….
ROSHNI KAPOOR
6942