Total quality management or TQM is an integrative philosophy of managment for continuously improving the quality of products and processes.It is used around the world.TQM functions on the premise that the quality of products and processes is the responsibility of everyone who is involved with the creation or consumption of the products or services offered by an organization.

What does TQM mean?

Total Quality Management means that the organization's culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques, and training. This involves the continuous improvement of organizational processes, resulting in high quality products and services.

Objectives: after successfully completing this seminar, participants will be able to better; Ì Explain quality management concepts, values and strategies

• Explain management's roles and responsibility in leading quality management
• Develop a prioritized list of quality improvement projects
• Develop a Process Improvement Team quality improvement project charter
• Conduct quality project improvement reviews
• Select Quality Process Improvement Team members
• Explain basic process improvement tools and techniques

The principles of quality management

In TQM, the processes and initiatives that produce products or services are thoroughly managed. By this way of managing, process variations are minimized, so the end product or the servicewill have a predictable quality level.

Following are the key principles used in TQM:

Top management - The upper management is the driving force behind TQM. The upper management bears the responsibility of creating an environment to rollout TQM concepts and practices.

Training needs - When a TQM rollout is due, all the employees of the company need to go through a proper cycle of training. Once the TQM implementation starts, the employees should go through regular trainings and certification process.

Customer orientation - The quality improvements should ultimately target improving the customer satisfaction. For this, the company can conduct surveys and feedback forums for gathering customer satisfaction and feedback information.

Involvement of employees - Pro-activeness of employees is the main contribution from the staff. The TQM environment should make sure that the employees who are proactive are rewarded appropriately.

Techniques and tools - Use of techniques and tools suitable for the company is one of the main factors of TQM.

Corporate culture - The corporate culture should be such that it facilitates the employees with the tools and techniques where the employees can work towards achieving higher quality.

Continues improvements - TQM implementation is not a one time exercise. As long as the company practices TQM, the TQM process should be improved continuously.