total quality management (TQM)

Management is the process of planning, organizing, actuating and controlling an organizations operation in order to achieve a coordination of the human and material resources essential in the effective and efficient attainment of objectives. Although the concept of quality is very old, today it is perhaps the major preoccupation of organizations world-wide. However, in the recent years, TQM has captured the world-wide attention and is being adopted in many organizations, both profit and non-profit. Step through TQM's door and the first person you'll want to meet will be W. Edwards Deming, credited as the founding father of Total Quality Management. Deming grew up in the twenties and thirties, a time when all you needed to succeed as a factory worker was the ability to work long hours at extremely boring jobs. Most industrial tasks required little or no formal schooling and illiteracy rates were high.

Chiarini and Baccarani (2016) conducted a study on “Total Quality Management and strategy development in Italian hospitals”. The aim of this research is to contribute to the debate concerning TQM-Lean strategy in public healthcare by examining the development path for implementation, the possible benefits that can be achieved and the encountered pitfalls. Three case studies are developing from three large Italian hospitals. The hospitals are situated in Tuscany, Italy. These three hospitals have contained TQM and starting from strategic objectives and their development. This research conduct interviews from managers of these three public hospitals. Results show that there is a definite development path for TQM-Lean implementation. The hospitals achieved patient satisfaction and improved organizations performance. Problems that are related to organizational and cultural issues such as staff management, senior managers’ commitment, tools adaptation and manufacturing culture that affect the benefits. Qasim and Bahumayd (2015) conducted a study on “Total quality management in healthcare”. Studies show that the healthcare sector is witness consecutive variables and the need of developing ongoing development and improvement in quality in order to advance the pace of new developments and management resources optimally to improve the quality of service to satisfy the customers and answering to their aspirations. The main reason is to implement the total quality management (TQM) is to increased competitive market advantage, high quality healthcare service at practicable costs and advancement of medical technology. The aims is that make a new different ways to give services to meet customer needs easily and total quality management that use the suitable application to help the sector in order to accomplished, where we discover that the concept was met with enormous achievement in other management services and manufacturing. The conclusion of this research refers to the framework for the application of total quality management gives to the improvement of trade performance in terms of the health care sector.

M.S. Farooq et al., (2007) were investigating the advance management standards in education infrastructure for the purpose of application of total quality management in education In this study examine with the help of evaluating fresh literature from the internet and other resources, analyzing the fourteen principles of W. Edward Deming’s for quality assurance, scrutinizing fourteen principles for the zero-idea defect and for quality management and discussed quality making plan, quality improvement & quality control. Kanji, G. K., Malek, A., & Tambi, B. A. (1999) explored the research total quality management in UK higher education institutions. They examine through the evaluating the quality of educational institutions on several sides of their internal processes. The finding shows that the capacities of TQM norms and essential notions, which are precarious achievement aspects, reflect the performance of education institutions. Black and Porter (1996) place importance on Baldrige Award standards, see-through ten significant components for the effective execution of TQM, and these components are: People and customer management, customer satisfaction orientation, supplier partnership, external interface management, communication Improvement, strategic quality management, operational quality planning, quality perfection measurement systems, collaboration structure for improvement, and corporate quality values.

literate in TQM. They said in an open letter published in 1991 in the Harvard Business Review with bringing total quality to higher education. Contrary to instruction and research practices in the university. TQM is team-based. However, Faculty members, are notorious independents. So students are it’s dog-eat-dog in the classroom. Also, TQM calls for cross-functional thinking, planning, and doing. Faculties and curricula are highly specialized and professors avidly protect their turf. We might add that universities are tradition-bound, whereas TQM trumps for continuous change. Infact, TQM initiatives are appearing here and there in academia. There are a few good reasons why this may continue, though perhaps fitfully. They have to do with opportunities to innovate and explore new instructional and research horizons, which have strong appeal for most academics. Business, economics, engineering and related tool disciplines (information systems and mathematics/statistics), plus other professional schools, are particularly affected by total quality management.

This thesis is about one such innovation, called Total Quality Management, (TQM), which began to gain popularity in the 1980's. Based on my own experience as a manager, management innovations appear to have a life cycle, which starts with a small number of people 'experimenting', often with consultants, in using the ideas. Then, if it is to take off, it must have found a relevance to the prevailing or emerging business climate. Management consultants begin to advertise their expertise in the topic and there will be a plethora of conferences and seminars, magazine articles and books, exhorting its virtues and all claiming to know what the latest 'buzz words' mean and importantly, how to apply the ideas in 'n' easy steps. It is important that these ideas are seen to be 'easy', 'practical', 'hands-on', 'quick' and 'tested'. Such key words are often part of the lexicon used by consultants and conference organisers, to interest 'busy', 'practical' and 'thoughtful' managers in whatever is being offered. The responses to this growth part of the life cycle range from enthusiastic interest amongst true believers, who will truly believe in anything, to a "we've been doing that for years" kind of remark from the more seasoned managers.

ISO 8402:1994 ISO Definitions defines quality as the degree of excellence in a competitive sense, such as reliability, serviceability, maintainability or even individual characteristics. Quality systems refer to the organizational structure, procedures, processes and resources needed to implement quality management. Quality assurance is the planned and systematic activities implemented within quality system and demonstrated, as needed, to provide adequate confidence that an entity will fulfil requirements for quality. ISO 9000 - 2004 defines quality control as the operative technique and activity; for example, providing a means to control and measure the characteristics of a material, structure, component, or system that are used to fulfil requirements for quality. Quality management refers to all activities of overall management functions, especially top management, leadership, that determine quality policy objectives and responsibilities for all members of the organization. Total quality management is the management approach of an organization, which concentrates on quality based on the participation of its members and aims at long-term success through satisfaction and benefits to all members of the organization and society (ISO 8402:1994 ISO Definitions and Griffin 1990). Abu et al. (2011) in this study TQM process is considered as a modern system in the field of quality, after quality assurance, quality control and ISO in the Construction sector.

In today’s modern era, technology is changing rapidly and there is a great demand of creative ability in product development. To cope with this situation, there is an urgent need for Iraqi industries to change the way they operate. However, reduction and managing cycle time in manufacturing is a philosophy that follows TQM and JIT, and considered the most important factors in the process of manufacturing project management that seeks to reduce the total time required to complete on the schedules all the activities that occur during order processing, design, supply management, production, and distribution of a product or service. The ultimate aim of this paper is to study the impact of total quality management (TQM) concept and argues that its application is the critical need of our industries and for successful companies to survive with the emergence and expansion of the global marketplace to continuously adapt their products to meet new market demands in order to stand their ground in a highly competitive environment. This paper is divided into three segments: the first gives a brief introduction to the TQM philosophy and discusses TQM systems and tools; the second discusses the effect of TQM application on Cycle Time Management (CTM) and explains what is meant by “Cycle Time Management”; and the third, presents some of the benefits that were realized by international organizations implementing TQM.

Total Quality Management is practiced by many business organizations around the world. It is a proven method for implementing a quality conscious culture across all the vertical and horizontal layers of the company.It is proved that TQM is a strategic tool industry that can employ in the quest to remain competitive.It is also discovered that for the TQM to be properly implemented, everybody in the organizationmust be involved from the management to the employees and even the customers.

It should be emphasized that the benefits of the introduction of TQM can not be seen immediately, but in the long term. However this should not be a reason for canceling the initial initiative, because the quality is a long term process. Benefits from the application of TQM not only increase the commitment of top management and employees to improve processes, but it improves the satisfaction of customers, employees, shareholders, suppliers, the community and increase the business performance of companies, which will continue to serve as the driving force. Simultaneously, it should be borne in mind that education for first managers, then, through them, to all employees, is a key factor for improving the quality. Besides education, motivation is also an important driving force for the realization of the system for total quality management.

Dawn, (2011) investigated the application of TQM and found out that despite the fact that quality management has been addressed within a firm, Total Quality Management and its underlying assumptions could also be applicable to strategy management. However the study shows application of TQM in a telecommunication set up and concluded that TQM is very critical to organization efficiency. Gayah, (2012) in his study tries to show how human resource planning practices are affected by TQM and what needs to be improved for implementing TQM in any firm, but his study did not focus on operational performance. In Harari (1997) empirical study of the influence of quality systems, he concludes that only about one in three quality management systems programs in public and corporate institutions achieve significant improvements in quality and performance. Thus, this study seeks to fill this gap by establishing the relationship between total quality management practices and project management in public owned agency

competition in the Corporate sector has forced the business houses either to shape-up or to ship out, the only promising resolution. Corporate leaders and analysts are in a lookout for new stratagems to endure. They are experimenting with various strategies like Business Process Re-engineering (BPR), managing core competencies, Benchmarking practices and Total Quality Management (TQM) with a sudden sense of urgency. Important aspects of TQM include customer-driven quality, top management leadership and commitment, continuous improvement, fast response, actions based on facts, employee participation, and a TQM culture. This involves the continuous improvement of organisation processes, resulting in high quality products and services.However, in many companies, management has reached the conclusion that optimizing the product flows cannot be accomplished without implementing a process approach to the business. Thus there has been a desperate need of better Logistics and Supply Chain Network within the country so that the additional supply chain cost could be reduced and profits can be maximize. The Indian economy is striving for improvements in the field on supply chain management & logistics to gain a competitive edge in today’s globalised economy. This need can be fulfilled with the implementation of Total Quality Management in Supply Chain Activities.

This research paper aims at highlighting the Total Quality Management (TQM) elements at university, through environmental scanning the researcher found many important factors in University, where quality of education Is the main purpose of a university education when providing service for students. A lot of researcher have been studied (TQM) around the world by educational institution , that’s indicators how is very important quality assurance in education sector based on revolution and hyper competition between institution specially university. accordingly this paper focus on TQM as a approach used in organization to enhance managerial method pulse increase the performance at university output. so the main objectives in this paper to concentration on principle of TQM. Also, it studies the core concept of principle and highlight on important part that enhances the quality in university plus that what the distinguish from others papersto achieve academic excellence. Key words : Higher education, quality, Total Quality Management, academic excellence, Jordan.

JULY, 2012, Vol. – I, Issue-I www.srjis.com Page 62 Quality management has been a very important factor for the leaders in higher education. The application of business related quality activities have been a success story for many leading institutions. In this era of extensive competition, quality education is a major concern (Koslowski, 2006). The statement of quality education has been attracting many internal and external stakeholders. As in the 21 st century the stakeholders are educated and they require answers from the institution (Fuhrman & Elmore, 2004). The stake holders previously were more concerned about the nature of programs being offered by the institution and other factors such as fees and location. Now the level of compromise has decreased. In such condition the institutions will continuously be inspected by the customers until and unless proper evidence is not provided (Koslowski, 2006). This leads to the challenge faced by the institutions, as the increasing demand of stakeholders has lead the institutions to bring changes in the programs and curricula (Longanecker, 1995). Even back in 1972, Mortimer has stated that the institutions would eventually adopt the business strategies to increase the effectiveness in the long run (Bogue & Bingham-Hall, 2003). Edler 2004 states that “The infusion of quality management concepts such as total quality management (TQM) and continuous quality improvement (CQI) in higher education is optional, but external accrediting bodies may soon mandate institutions to provide evidence of quality principles in action”. Thus if the institution provides such quality measure before the external education committee, then the institution would have an edge in the industry. According to Spanbauer (1995) “TQM is a management philosophy which puts systems and processes in place to meet and exceed the expectations of customers”. However it is very much obvious that most of the institutions avoid such quality measures as it leads to the changes in the traditional set up of the institutions (Baba, Kamibeppu & Shimada, 2001; Montano & Utter, 1999; Sirvanci, 2004). Thus there is always a second thought in the mind of the administration when changing the system of the institution.

TQM programs. Before applying the same managers need to get trained in various TQM practices. Some costs are involved in the whole process of TQM. It is the official‘s responsibility to assign financial plans for TQM at the starting of each financial year. One need to be convinced first why quality is a vital parameter in each industry. If you yourself are not convinced, it would be very hard for you to encourage other divisions for put into practice Total Quality Management. Know your customers. Recognizing your objective market cautiously. Move out, visit customers and discover out as to what all they anticipate from your product. In devising strategies for TQM customer responses play a significant role. As a manager; one need to work closely with the higher management, HR professionals to build up infallible execution strategies. Keep in mind, a manager has to take action as a link between the higher management and the whole workers. Manager‘s role is to take action as a catalyst at the place of work. The duty of manager is to assist workers in applying Total Quality Management. The Responsibility of manager is to select and employ right persons who can work as line managers and get charge of the whole project. The selected employees should be dependable and hard-working and ought to be competent enough to take care of a critical project like TQM. The manager‘s liability is to allocate resources for TQM, allot time for a variety of training plans and welcome workers who turn up with a variety of development thoughts and plans which would help the company give better quality goods. Subordinates should be trained to make sure smooth execution of Total Quality Management devoid of any obstructions. The benefits of TQM must be conversed by the manager to all other affiliates of the Company. Call Employees must be called on a common platform and benefits and importance of TQM must be addressed. They must understand how successful accomplishment of TQM programs would give high quality goods which would benefit the organization and the workers linked with the same. We should train our own human resources. A trainer is required to be ready for all queries. A manager is forever a strong resource of motivation for other members. One requires practicing TQM himself before expecting people to believe in TQM. Client feedbacks ought to be cautiously observed and taken into account while making company‘s main strategies.

ed by all enterprises, convenience of the products or ser- vices, presented by businesses to customers' expectations. By taking this issue into consideration TQM is a system including a series of philosophy, methods and processes with the aim of customer and employee satisfaction. Total quality management is actually a way of thinking and a management philosophy and here constant improvement and development has been seen. The important factor in TQM does not apply a set of specific techniques one after the other, but it is to feature customer by creating change in attitudes and beliefs. For this all the employees working in businesses should be involved in it instead of involvement of certain parts who working in business. TQM is to be considered only as a quality improvement program. TQM should not be considered only as a quality improvement program. As it is known, the solution of problems in qual- ity improvement programs generally is through statistical and mathematical methods. Whereas the social and psy- chological aspects of the event are taken into consideration as well as its technical aspects in TQM, TQM is not only a system based on quality efficiency. This system is a man- agement style and a philosophy, based on changes in order to constant development for the whole culture of the busi- ness including the behavior of employees, the methods and processes which are applied, work environment and the product or service that is produced. In parallel with developments of the understanding of quality for TQM, for businesses developments of human and management sub- jects should take into consideration and it is a system that integrates them. The controlled total quality management approach essentially is a process of “system development". In this process, of course, the problems are resolved. In this process, of course, the problems are resolved. However, even the simplest problem just once solved, the main result is led to take precautions in order to prevent the recurrence of the same event. In the TQM approach each individuals who are in management positions has two main respon- sibilities. The first of these is to establish and to improve systems which allow increasing the performance of the or- ganization, and the second one is to run the existing system latter in accordance with the objectives that have been set. In other words it is to improve the system within the sys- tem and to work inside it.

Arcelo, A. A. (2009) have pointed out that here is a full literature on quality and TQM, but relatively little offers practical tools for supporting design and implementation processes that enhance the likelihood of achieving quality operation. Robbins, S. P. & Mary, (2010) have documented a relationship between total quality management (TQM) practices and employees' propensity to remain within a large Malaysian semiconductor packaging organization. Despite extensive research on TQM practices, none examines this scope of investigative study. Therefore, the proposed model was developed with the intention of examining this relationship.

In this quest of achieving project competiveness companies need to adopt highly proven effective quality policy like total quality management (TQM). For an Indian construction sector willing to capture sizeable market across globe , it is indispensable that completed projects surpass the quality standards of the compatitors with the help of TQM philosophy which has potential to bring evolutionary changes in organisations.

Libraries are ideal places to implement TQM.This paper has discussed the implementation of total quality management and its application to libraries. TQM demands time and persistence. To succeed in an organization there must be support at the very top and commitment at all levels. It is necessary that all groups of people in an organization are included in the process. TQM implementation requires patience and tolerance as it is a time-consuming process and, of course, it is not easy to change an organization. Therefore, implementation of TQM is not a guarantee of the highest quality but it is a step in the right direction.The process of implementing TQM in libraries involves a conceptual change in library

Adnan Kalkan, Ozlem Cetinkaya Bozkurt, 2013 elaborated the framework required for successful implementation of TQM tool and techniques as Strategic Planning, Human Resource Analysis, Total quality Management, Customer Relationship Management, Outsourcing, Financial Analysis for firm owners, Politics, Economics, Social and Technology Analysis, Financial Analysis for the competitors, Innovation for the new product, Value chain analysis, Communication, Team work and Supply Chain Management. These factors are study to understand the implementation for the better improvement in the organization.

Total quality management (TQM) is an integrated approach within a management and organization that aims to achieve continuous improvement in the quality of goods and services. This is achieved by getting everyone in the organization to work together onwards producing a better quality product. The key point of TQM is that everyone is responsible for quality, not just the quality assurance personnel. The benefits of TQM are numerous and include improved customer satisfaction giving the customer what they really want rather than giving them what we think they want better quality goods and services that meet the needs of the customer accurately. Reduction of waste and stock become very important for business to become efficient and smooth running. More flexibility of the company becomes better at meeting customer demands. Reduced work in process to improve cash flow. Improved more accurate delivery times. Better use of the human resources in the Business Management. This is all achieved by the following strategies: