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total quality management
Total quality management- a way of managing an organization with the objective of carrying out right jobs. The first time and every time.
“ a management approach of an organization, centered on quality, based on the participation of all its members and aiming at long term success through customers satisfaction and benefits to the members of the organization and to the society.
Thumb rule=85/15 rule – the root causes of 85 % of the problems in the organization are due to faulty systems and 15 % are a result of the behavior of the employee.
Management approach of the organization
Quality is the nucleus
Aims a long-term success
Involvement of any employee is essential

QUALITY VALUES IN THE ORGANIZATION

Customer are the only reason for being in business and hence they should be delighted
Zero defect is possible to achieve
Teamwork results in a win-win situation
CEO has to lead the quality movement
Proper communication is essential
Continuous improvement is needed in processes.

Other names to represent TQM
Continuous quality improvement
Total quality
Total business management
Organization wide quality management
Cost effective quality management

Elements of TQM
Training
Constancy of purpose/long term commitment
Focus on process
Quantitative methods continuous process improvement
Supplier partnership
Customers focus
Leadership
Total employee involvement/ team work.

Deming’s 14 points of top management

Create constancy of purpose for improvement of products and services
The top management should last for 100 years. It will infuse a constant quest for innovation, improvement of processes, products and services. If the employees understand that the company is interested in long-term success, then the employees will follow suit. Therefore it is the role of the top management to create constancy of purpose for improvement for products and services, which is essential for TQM. They have to constantly reiterate their intention to

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