TQM
is the art of managing all the activities of an organization to achieve
excellence. It is a philosophy and a set of guiding principles that represent the foundation of a continuously improving organization, wherein the application of
quantitative methods and human recourses are sought to improve all the processes within the organization so as to meet and exceed the customer needs now and
continuously with change of time. It is a proven technique to ensure survival
in the era of globalization of trade. TQM can be defined as an integrated
organizational approach in delighting customers (Both Internal and External) by
meeting their expectations on a continuous basis through everyone involved with
organization working on continuous improvement in all products, services and processes along with proper problem solving methodology.
Quality
definition and its dimensions
The
expression Quality has to be understood clearly from the customer point of
view for the success of TQM Programme. One usually thinks about Quality in
terms of an excellent product or service that fulfills or exceeds the
expectations. These expectations are based on the intended use and the selling prize. If a product or service surpasses the expectations one relate it with the quality. Thus
it is more or less an intangible thing based on perception. The Quality can be
quantified as follows:
Q = (P / E),
Where,
Q- Quality, P- Performance and E- Expectations
If
Q is greater than 1 then the customer has a good feeling about the product or
service. It should be noted that based on perception P is determined by the
organization and E determined by the customer.
As
per ISO 9000:2000, quality is defined as the degree to which a set of
inherent characteristics fulfill requirements. Degree means that quality
can be used with adjectives such as poor, good and excellent. Inherent is
defined as existing in something, especially as a permanent characteristic.
Characteristics can be quantitative or qualitative. Requirement is a need or
expectation that is stated; generally implied by the organization, its
customers and other interested parties; or obligatory. Quality has different
dimensions as mentioned below:
|
Quality Dimension
|
Explanation
|
|
1.
Performance
|
Primary
Product Characteristics
|
|
2.
Features
|
Secondary
Product Characteristics
|
|
3.
Conformance
|
Meeting
specification/ Standards/ Workmanship
|
|
4.
Reliability
|
Consistency
of Performance over the Time
|
|
5.
Durability
|
Useful
Life
|
|
6.
Service
|
Resolution
of Problems and Complaints
|
|
7.
Response
|
Human-to-human
Interface
|
|
8.
Aesthetics
|
Sensory
Characteristics
|
|
9.
Reputation
|
Past
Performance
|
TQM is an approach to management that can be characterized by its
principles, practices, and techniques and emphasized on customer focus, continuous
improvement, and teamwork.
Basic
Principles and Concepts of TQM:
The
TQM programme is a continual activity that must be entrenched as culture and
requires the following six basics principles and concepts knitted by effective
communication:
- Top
management Commitment- Leadership
- Focus
on customer- Customer Satisfaction
- Effective
involvement and utilization of entire employee
- Continuous
improvement
- Treating
suppliers as partners
- Establishing
performance measures for the processes