TQM principles, elements and benefits

TQM is a management philosophy in which every member of the organisation takes part in continuously improving the quality of products, services and processes to meet or exceed customer expectations. Total means all people and all functions; quality means meeting customer requirements; management means leadership and systems.

Principles

1. Customer focus: the customer (internal and external) defines quality.
2. Leadership and commitment of top management to set direction and provide resources.
3. Employee involvement and empowerment: teamwork, training, quality circles.
4. Process approach: manage activities as processes; prevent defects.
5. Continuous improvement (Kaizen).
6. Decisions based on facts and data: statistical tools.
7. Supplier partnership: quality starts with purchased material.

Elements (tools)

Seven QC tools (check sheet, Pareto chart, histogram, cause-and-effect diagram, scatter diagram, control chart, flow chart), benchmarking, quality function deployment, Just-in-Time, 5S, FMEA, ISO 9000 and Six Sigma.

PDCA cycle (Deming wheel)

        PLAN ----> DO
         ^          |
         |          v
        ACT <---- CHECK

• Plan: identify the problem and set targets and methods.
• Do: implement on a small scale.
• Check: measure results against the plan.
• Act: standardise if successful, otherwise revise; repeat the cycle.

Benefits

Higher customer satisfaction, fewer defects and rework, lower cost, better morale, improved productivity and market share.

Difficulties

Lack of top-management commitment, resistance to change, need for time and training, short-term thinking, and weak data collection.