Quality Management

Quality management includes all the functions of the organisation to design and provide quality
products and services, which fulfils the needs of the customers, and generate ultimate satisfaction.
The core concept of quality management is quality planning, quality controlling and quality
improvement. The traditional approach of quality management covers typical inspection aspect and
the ‘do it right from the first time’ concept. The modern quality management covers all the concepts
given by thinkers called Quality Gurus like W. Edwards Deming, Philip B. Crosby, Armand V.
Feigenbaum, Kaoru Ishikawa, Joseph M. Juran and Genichi Taguchi etc.

Quality Planning

The first and foremost step in quality planning is to plan and know who your customer is, and what
are his needs and wants. After optimising the product or service features, the organisation designs
and develops the product or service. The next step is to standardise the processes so that the
products or services can be standardised. The consistent production of desired quality products and
services require high involvement and contribution of employees in planning.

Quality Control

It is a very important step in quality management. It requires extensive, proper and consistent
training of employees so that errors can be controlled. Inconsistency in products and services can be
avoided by using Statistically Process Control techniques.

Total Quality Management

Total Quality Management is mainly concerned with continuous improvement in all work. It is a long
term planning. It is the consistent improvement in the quality. It is a never-ending process. Total
Quality Management consists of three words: Total, Quality and Management

Total

Make-up of the whole.

Quality

Degree of excellence a product or service provides.

Management

It is a process of planning, organising, directing and controlling.

Therefore, TQM is the art of managing the whole to achieve excellence. TQM covers all the set rules,
regulations, guidelines and principles that contribute in improving the organization continuously. It is
a continuous process of improvement for individuals, groups of people and the whole organisation.
It is the application of quantitative methods and human resources to improve all the processes
within an organization to satisfy the needs of customers consistently. TQM integrates all the
fundamental management techniques, existing improvement efforts, and technical tools under a
disciplined approach. It covers the most quality principles and practices proposed by quality gurus.

Total Quality Management (TQM) is a management approach for an organization, centred on

quality, based on the participation and commitment of all the internal and external customers and
aiming at strategically long-term success through customer satisfaction, and benefits to all members
of the organization and to society.

Total Quality Management (TQM) is a top-management strategy aimed at embedding awareness of

quality in all organizational processes.

Total Quality Management is a total system approach and it is an integral part of the strategic
decision making of the top management. It works horizontally across all the functions and
departments. It involves all the employees of three levels, i.e., top level, middle level and bottom
level. It extends backward and forward and covers supply chain management as well as logistics
management also. So, we can say that it is a consistent effort by everyone in the organisation to
meet the expectations of the customers leading 100 per cent satisfaction. TQM requires that the
company maintain the quality standard in all aspects of its business. This requires ensuring that
things are done right the first time and that defects and waste are eliminated from operations.

Characteristics / Nature of TQM

 TQM Starts from Top Management

The quality concept is initiated by the top management. The whole credit of the initiation of total
quality management goes to the top management. Only the top management can create an
environment that develops team-oriented environment and creates quality oriented culture that can
prevent problems and continually improve.

 It is a Consistent Process

To produce quality product and service is not an easy job. Sometimes it takes years to give the
desired results. All the employees have to work consistently as a team in one direction to improve all
the processes in the organisation.

 It is a Part of Strategic Planning and Thinking

TQM policy is a long term planning. The quality policy must be the part of strategic planning to get
the desired results.

 It is Customer Focused / Oriented

The end result of TQM is complete satisfaction of customers by giving them quality products and
services. It is possible only when TQM programme is customer centric.

 It is a Team Work

Success in terms of standard quality is possible only when the organizations has a culture of team
formation and the employees work in teams and give their maximum. Teams can be formed
vertically and horizontally. When top management is involving the lower level employees, it is
vertically and when the different departmental employees are involved then it is horizontally
(employees of marketing, sales, production and finance departments are working for critical and
complex projects). Teams are inter-organisational when the employees of other organisations are
involved (like employees of banks, suppliers, audit companies, consultants etc.

 It is Related with Consistent Improvement of Quality

To deliver quality products and services is not an easy job. All the processes have to be developed
and standardised by consistent improvement.
  Every Employee is Involved in Quality Improvement Aspect

All the employees internal as well as external are involved in the TQM programme. Internal
employees include all the employees included from top to bottom and external employees are
suppliers, banks and other institutions, which are involved in the TQM process.

 Every Employee is Responsible for the Success of TQM

If all the employees are determined and committed for the quality products and services, then only
quality could be delivered.

The TQM Practices Followed by Multinational Companies (MNC)

All the MNC’s like Sony, Toyota, Xerox, Motorola follow the Total Quality Management practices.
The salient features of TQM approach followed by the best companies are as following:

 The companies create a sense of an environment of mutual trust, respect and dignity.
 The management act immediately on new ideas and suggestions.
 The companies are meeting and exceeding customers’ requirements and expectations on
consistent basis.
 The companies hear and learn from the dissatisfied/unhappy customers and responsible for
complete customer satisfaction.
 The companies are committed to their both internal as well as external employees. They
know the value of workers’ involvement and intensive training.
 The companies develop the teams to have broad decision –making powers and
responsibilities.
 They apologize for the complaints.
 The companies know that labour-management relations could do more for quality and
productivity.
 The companies empower their employees to make them responsible.
 The companies implement statistical process control and monitor defect rates.

Summary
Quality is a buzzword in our lives. When the customer is in market, he or she is knowingly or
unknowingly very cautious about the quality of product or service. The features of products and
services give satisfaction. These features could be called as quality characteristics. Cost
considerations are also taken care of while measuring the quality considerations. The producers or
manufactures identify and provide these features of products and services. ISO defines quality as
‘the totality of features and characteristics of a product or service that bears on its ability to meet a
stated or implied need.’ The meaning of the quality could be understood from two perspectives: (i)
Producer’s perspective (ii) Consumer’s perspective. Quality management include all the functions of
the organisation to design and produce quality products and services, which fulfils the needs of the
customers, and generate ultimate satisfaction.

Total Quality Management is mainly concerned with continuous improvement in all work. It is a long
term planning. It is the consistent improvement in the quality. It is a never-ending process. Total
Quality Management consists of three words: Total, Quality and Management. TQM starts from top
management; it is a consistent process; it is a part of strategic planning and thinking; it is customer
focused; it is a teamwork; it is related with consistent improvement of quality; every employee is
involved in quality improvement aspect; and every employee is responsible for the success of TQM.