Total Quality Management

Jyoti Sachan

Student of MBA

Total Quality Management is a technique by which an organization try to seek its overall development by improving its Process of working and customer satisfaction. Some more information about TQM:

As defined by the International Organization for Standardization (ISO):

"TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society." ISO 8402:1994

One major aim is to reduce variation from every process so that greater consistency of effort is obtained. (Royse, D., Thyer, B., Padgett D., & Logan T., 2006)

In Japan, TQM comprises four process steps, namely:

Kaizen – Focuses on "Continuous Process Improvement", to make processes visible, repeatable and measurable.

Atarimae Hinshitsu – The idea that "things will work as they are supposed to" (for example, a pen will write).

Kansei – Examining the way the user applies the product leads to improvement in the product itself.

Miryokuteki Hinshitsu – The idea that "things should have an aesthetic quality" (for example, a pen will write in a way that is pleasing to the writer).

Some Popular TQM techniques in India :

ISO 9000 & TQM : The ISO-9000 quality standard and total quality management (TQM) are both necessary for any organization to become world class.

Six Sigma Technique: Six Sigma seeks to improve the quality of process outputs by identifying and removing the causes of defects (errors) and variation in manufacturing and business processes

Customer Satisfaction : it is very important to satisfy the customer because an unsatisfied customer can easily switch over from one organization to other.

TQM in banking: TQM is also getting popularity in Banking

services.