Total Quality Management (TQM)
A Value Proposition
By: Satish Chinchorkar
© ValueBoosters.in Page 2 of 5
Maximize Customer Satisfaction by adopting Total Quality Management (TQM)
Program Background:
The concept of quality has existed for many years, though its meaning has changed and evolved over time. Successful companies understand the powerful impact customer-defined quality can have on business. For this reason many competitive firms continually increase their quality standards. Total quality management (TQM) is an integrated organizational effort designed to improve quality at every level. To survive, companies had to make major changes in their quality programs. Many hired consultants and instituted quality training programs for their employees. A new concept of quality was emerging. One result is that quality began to have a strategic meaning. Today, successful companies understand that quality provides a competitive advantage. They put the customer first and define quality as meeting or exceeding customer expectations.
Today’s concept of quality, called total quality management (TQM), focuses on building quality into the process as opposed to simply inspecting for poor quality after production. TQM is customer driven and encompasses the entire company.
Benefits:
1. Emphasizing the needs of the market: TQM helps in highlighting the needs of the market. Its application is universal and helps the organization to identify and meet the needs the market in a better way.
2. Assures better quality performance in every sphere of activity: Adverse and non-participative attitudes of the employees are the biggest obstacles in the organization’s success, growth and advancement. TQM stresses on bringing attitudinal changes and improvements in the performance of employees by promoting proper work culture and effective team work. It provides excellent opportunities for self development and increasing employee’s interest in the job.
© ValueBoosters.in Page 3 of 5 3. Helps in checking non-productive activities and waste: Every organization aims at improving productivity as well as reduction in cost so as to result in increase in profitability. Under TQM, quality improvement teams are constituted to reduce waste and inefficiency of every king by introducing systematic approach.
Such efforts are helpful in achieving cost-effectiveness and safety in the organization.
4. Helpful in meeting the competition: TQM techniques are greatly helpful in understanding the competition and also developing an effective combating strategy.
Due to the cut throat competition, the very survival of many organizations has become very vital issue. TQM helps in understanding the customers as well as the market. It provides an opportunity to the organization to meet the competition by resorting to the techniques of TQM.
5. It helps in developing an adequate system of communication: Faulty and inadequate communication and improper procedures act as stumbling blocks in the way of proper development of an organization. It results in misunderstanding, low- productivity, poor quality, duplication of efforts and low morale. TQM techniques bind together members of various related sections, departments and levels of management for effective communication and interaction.
6. Continuous review of progress: TQM helps to review the process needed to develop the strategy of never ending improvement. Quality improvement efforts have to be undertaken continuously to meet the dynamic challenges. From the above, it can be concluded that TQM results in both tangible and intangible gains.
Course Contents:
The special course is designed to familiarize the audience with the essential set of knowledge, concepts, and topics required for Total Quality Management.
© ValueBoosters.in Page 4 of 5 The course is a comprehensive all-in-one TQM training sessions which are designed to teach practical methods to develop, test, and maintain TQM program. The course provides open-concept education and is based on industry best practices and guidelines for the TQM process.
• TQM Overview : History, Theory and Concepts
• TQM Gurus and Theories
• Approaching TQM : Various Models
• Fundamentals and Structures of the TQM Model
• Quality Certification
• Understanding Process and methods for process improvement
• Quality Process Improvements tools and techniques
• Relationship among TQM attributes
• TQM and Human Resources /P – CMM
• Continuous Improvement (Kaizen); Just-In-Time or JIT (Kanban), a Toyota approach
• TQM Practices and Business Results
• Impact of Quality Certification on organisation
• Quality Management in IT Industry : CMM / CMMi
• Policy Deployment and daily work management
• TQM in Service Sector : Case Studies
• TQM Implementation building a Quality Culture.
The proposed methodology:
Application oriented interactive classroom session with PPT presentation, with full of illustration, when and how to apply which tool with lot of examples and real life case-studies and stories.
Who should attend?
The course is suitable for anyone with or without prior TQM knowledge or experience. It gradually proceeds from introductory to advanced topics in TQM and includes a detailed overview of TQM. The course provides a comprehensive
© ValueBoosters.in Page 5 of 5 introduction and overview of the TQM process. Course will be more useful to the managers and quality / processes related professionals.
Course Payback:
To inculcate upon every business entrepreneur the latest knowledge and techniques; how to manage and achieve Total Quality for maximum Customer Satisfaction; the only way to survive in competitive business. TQM is an approach to improving the effectiveness & flexibility of business as a whole. It is essentially a way of organizing and involving the whole organization, every department, every activity, every single person at every level.
Duration: One full day workshop, however depending upon the requirements and the situations it can be vary suitably.
Medium: English (Preferably), Hindi & Marathi.
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