TQM is the integration of all functions and processes
within an organization in order to achieve continuous
improvement of the quality of goods and services.
The goal is customer satisfaction.
“ TQM is a corporate business management philosophy which
recognizes that customer needs and business goals are
inseparable. It is applicable within both industry and commerce.”
- British Quality Association
“TQM is a management philosophy for continuously improving
overall business performance based on leadership, supplier
quality management, vision and plan statement, evaluation,
process control and improvement, product design, quality system
improvement, employee participation, recognition and reward,
education and training and customer focus. - Management
W Edwards Deming
The best known of the
“early” pioneers, is credited
with popularizing quality
control in Japan in early
Today, he is regarded as a
national hero in that country
and is the father of the
world famous Deming Prize
Improve constantly and forever every process for planning,
production and service
Institute training on the job
Create constancy of purpose for improving products and services.
Adopt the new philosophy
Cease dependence on inspection to achieve
End the practice of awarding business on price alone; instead,
minimize total cost by working with a single supplier
Adopt and institute leadership
Drive out fear
Break down barriers between
Eliminate slogans, exhortations and
targets for the workforce
Eliminate numerical quotas for the workforce and
numerical goals for management
Remove barriers that rob people of
pride of workmanship, &
eliminate the annual rating or
merit systemInstitute a vigorous
program of education and self-improvement for
Put everybody in the company to
work accomplishing the transformation
Quality is defined as conformance to
requirements, not “goodness”
The system for achieving quality is
prevention, not appraisal.
The performance standard is zero
defects, not “that’s close enough”
The measurement of quality is the
price of non-conformance, not
1. Management commitment
2. Quality improvement
measurement4. Cost of quality5. Quality awareness6. Corrective
action7. Zero defects
training9. Quality measurement10. Cost of
quality11. Quality awareness12. Corrective
action13. Zero defects
training15. Zero defects day16. Goal
Setting 17. Error casual
Recognition 19. Quality Councils20. Do it over again!
Cause and effect diagram
Inspection is never the answer to quality improvement, nor is “policing”.
Involvement of leadership and top management is essential to the
necessary culture of commitment to quality.
A program for quality requires organization-wide efforts and long term
commitment, accompanied by the necessary investment in training.
Quality is first and schedules are second.
Be customer focused
Do it right the first time
Measure the work
Quality is an
Educate and train people
Greater customer loyalty
Market share improvement
Higher stock prices
Reduced service calls
ISO is an international Organization for Standards that was
formed by technical committees.
They provide user-friendly guidelines for a wide range of
ISO (International Organization for Standardization) is the
world’s largest developer of voluntary International
Standards. International Standards give state of the art
specifications for products, services and good practice,
helping to make industry more efficient and effective.
Developed through global consensus, they help to break
down barriers to international trade.
The ISO 9000 family of standards is related to quality
management systems and designed to help organizations
ensure that they meet the needs of customers and other
stakeholders while meeting statutory and regulatory
requirements related to the product.
ISO was established in 1947, in Switzerland, with the
purpose of developing intellectual, scientific, technological,
and economic corporation between member countries
(Bureau of Business Practice).
Later in 1979 the ISO Technical Committee was formed to
make a set of guidelines that would bring together and
standardize world industries.
ISO has affiliates in more than 90 countries.
Cost savings - International Standards help optimize operations and
therefore improve the bottom line
Enhanced customer satisfaction - International Standards help improve
quality, enhance customer satisfaction and increase sales
Access to new markets - International Standards help prevent trade
barriers and open up global markets
Increased market share - International Standards help increase
productivity and competitive advantage
Environmental benefits - International Standards help reduce negative
impacts on the environment
ISO has over 19 500 standards touching almost all aspects of daily life.
When products and services conform to International Standards
consumers can have confidence that they are safe, reliable and of good
To make sure that the benefits of ISO International Standards are as
broad as possible, ISO supports the involvement of consumers in
standard development work with its Committee on consumer policy.
International Standards on air, water and soil quality, on emissions of
gases and radiation and environmental aspects of products contribute to
efforts to preserve the environment and the health of citizens.
ISO standards draw on international expertise and experience and are therefore a vital resource for governments when developing regulations.
National governments can make ISO standards a regulatory requirement. This has a number of benefits:
Expert opinion - ISO standards are developed by experts. By integrating an ISO standard into national regulation, governments can benefit from the opinion of experts without having to call on their services directly.
Opening up world trade - ISO standards are international and adopted by many governments. By integrating ISO standards into national regulation, governments help to ensure that requirements for imports and exports are the same the world over, therefore facilitating the movement of goods, services and technologies from country to country.
ISO 9000 standards are concerned with effectively documenting the way you run your business, in order to improve your profit margin.
TQM concerns customer satisfaction and worker effectiveness, in order to increase business and cut costs.
A business should first follow ISO 9000 standards and then implement TQM practices to improve their profits and customer retention.
First steel company in world to win the world’s highest award of quality - Deming Application Prize.
Tata steel has been practicing TQM since 1980s–Quality Circle, ISO certification, Quality improvements using JURAN methods, etc.
TATA won the Deming Application Prize - 2008
Deming Grand Prize (DGP) - 2012 ,for achieving distinctive performance improvement through the application of TQM
JRD QV Award- 2000, by going through the deming process, Tata Steel discovered the deeper meaning of TQM for achieve the next quantum jump in performance and improvement.
2005, Tata Steel conducted a TQM diagnosis along with the JUSE team for getting the status of TQM implementation in the organization.