Total Quality Management(TQM) : Introduction

• Total Quality Management : International Organization for Standardization standard ISO 8402:1994

"A management approach of an organisation 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 organisation and society”.

• The Chartered Quality Institute

"TQM is a philosophy for managing an organisation in a way which enables it to meet stakeholder needs and expectations efficiently and effectively, without compromising ethical values”.

• Thus, from the standard definition given above by ISO and CQI we can say that, TQM is a management approach to long term success through customer satisfaction.
• The goal of TQM is to improve the products, culture and services and is also known as Total Productive Maintenance.

Total Quality Management : Elements

• TQM comprises of eight major elements. These are:
  1. Customer Focused.
  2. Systematic Approach.
  3. Strategic Approach.
  4. Fact Based Decision Making.
  5. Communications.
  6. Integrated Systems.
  7. Process-Centered.
  8. Total involvement of employee.

Total Quality Management : The Concept

• The quality of software product is defied by customer’s requirements and the responsibility for improvement in quality is of top management.
• Systematic analysis and improvement of work processes results in improved and increase in quality.
• Quality improvement is a continuous effort and is conducted throughout the organisation.

Total Quality Managment : Tools

1. Cause and Effect diagram. Flow Chart.
2. Control Chart. Scatter Diagrams.
3. Check Sheet.
4. Pareto chart.
5. Histograms
6. Flow Chart.
7. Scatter Diagrams.