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Total Quality Management
Notes One major aim is to reduce variation from every process so that greater consistency of effort is
obtained.
TQM is composed of three Paradigms:
Total: Involving the entire organization, supply chain, and/or product life cycle
Quality: With its usual Definitions, with all its complexities
Management: The system of managing with steps like Plan, Organize, Control, Lead, Staff,
provisioning and the likes.
TQM is defined as both a philosophy and a set of guiding principles that represent the foundation
of a continuously improving organization. It is the application of quantitative methods and
human resources to improve all the processes within an organization and exceed customer
needs now and in the future. TQM integrates fundamental management techniques, existing
improvement efforts, and technical tools under a disciplined approach.
Note Companies who have implemented TQM include Ford Motor Company, Phillips
Semiconductor, SGL Carbon, Motorola and Toyota Motor Company.
Self Assessment
Fill in the blanks:
1. W. Edwards Deming, Joseph Juran, Philip B. Crosby, and Kaoru Ishikawa, known as the
…………………….
2. …………………… is a management strategy aimed at embedding awareness of quality in
all organizational processes.
3. TQM is the application of …………………… and …………………… to improve all the
processes within an organization and exceed customer needs now and in the future.
4. TQM integrates fundamental management techniques, existing improvement efforts, and
technical tools under a …………………….
1.2 Origin and Evolution of Quality Management
The roots of Total Quality Management (TQM) can be traced back to early 1920s when statistical
theory was first applied to product quality control. This concept was further developed in Japan
in the 40s led by Americans.
Example: Deming, Juran and Feigenbaum.
The focus widened from quality of products to quality of all issues within an organization – the
start of TQM.
The following shows the history of Total Quality Management, from inspection to business
excellence.
1. Inspection: Inspection involves measuring, examining, and testing products, process and
services against specified requirements to determine conformity.
During the early years of manufacturing, inspection was used to decide whether a worker’s
job or a product met the requirements; therefore, acceptable. It was not done in a systematic
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