What is TQM? Total Quality Management is

customer oriented management

philosophy and strategy.

It is centered on quality so as to

result in customer delight.

Short History The TQM philosophy was evolved in

Japan after WORLD WAR II.

Edward Deming, An American quality

expert helped the Japanese to apply

concepts of TQM.

However, the American industry

ignored this development as it was

still ridding high because of lack of

competition.

Early 1980’s American realized the

importance of Deming’s teachings

and starting applying them.

What is Quality? Meaning of Quality as per as ISO 9000 standard

is:

The totality of features and characteristics of a product

or service, that bear on it’s ability to satisfy a given

or implied need.

ISO- International

Organization for

Standardization.

Implied- involved

without being specified.

Dimensions of Quality(Product Quality)

Functionality

Reliability

Usability

Maintainability

Efficiency

Portability

Service Quality

Quality of Customer service

Quality of service Design

Quality of Service Delivery

Timeliness

Aesthetics

Regulatory Requirements

Requirements of Society

Conformance to Standard

THAT’S ALL FOR TODAY Reference: Total Quality Management International Edition

by Subburaj Ramasamy