TQM Concepts

TQM refers to a management process and set of discipline that are coordinated to ensure that the organization consistently meets and exceeds customers’ requirements :

• All employees at all level – from Top Management as Role Model to shop-floors; should participate actively in TQM application.  
• Top Management defines the strategies, deploys into process and operational initiatives which have the main objective of how to delight customers either internal or external.
• Top Management builds the culture since TQM is Culture and built through processes.  
• TQM is based on the process and system which is always endeavoring to eliminate wastes, increasing quality and productivity, building the people mindset and mentalities by always applying the Kaizen (continuous improvement).

  

 What is Quality  ?

We need TQM to Improve our quality process, product or services. Quality is giving the customer the best value - added

1.   "Quality is conformance to specifications.“  British Defence Industries Quality Assurance Panel said

2.   "Quality is conformance to requirements". (Philip Crosby)

3.  "Quality is fitness for purpose.“ Dr  Juran

4.  "Quality is synonymous with customer needs and expectations.“ R J Mortiboys

5.  "Quality is a predictable degree of uniformity and dependability, at low cost and suited to the market.“ Dr Edwards Deming

 6.  "Quality is meeting the (stated) requirements of the customer- now and in the future.“ Mike Robinson

7.  "Quality is the total composite product and service characteristics of marketing, engineering, manufacturing and maintenance through which the product and service in use will meet the expectations by the customer.“ Armand Feigenbaum

8. "Totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs.“ ISO 8402 : 1994

4 in 1 TQM Application 

 

TQM  –  ISO 9000 : 2000  –  BSC  –  6 SIGMA