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Quality is the top most agendas in any institution.

However,
many people find quality a confusing concept. It is
confusing to define and often difficult to measure.
One persons idea of quality often conflicts with another.
In our everyday life we usually take quality for granted,
especially when it is regularly provided. We know the
importance of quality when we experience the frustration
connected with its absence.
Definition of quality given in ISO 9000:2000
the degree to which a set of inherent characteristics fulfills
requirements.
Degree means that quality can be poor, good, excellent etc.
Inherent is defined as existing in something specially as a permanent
characteristic.
Characteristics can be quantitative or qualitative.
Requirement is a need or expectation that is stated by the organization,
customers or other interested parties.
1. Absolute quality
2. Relative quality
The quality of something that is part of its nature.
As an absolute, things that show quality are of the highest possible
standard that cannot be surpassed.
In this sense quality products,
Are valuable and convey respect to their owners
Are rare and expensive
Convey status and positional advantage
Sets their owners apart from those who cannot afford them.
Quality in this sense is measured against criteria.
Quality products or services
need not be expensive or exclusive
may be beautiful, but not necessarily
do not have to be luxurious or special
can be ordinary and familiar.

What makes such product to be labelled as a quality product?


meets the standards set for it
must do what is claimed for it
do what its customers expect of it
must be fit for purpose

In this sense quality is about meeting predetermined standards continuously.


Quality is an idea whose time has come.
UK (1) Citizens Charter (2) the Business Excellence Model
United States - the Malcolm Baldrige Award
Japanese - the Deming Prize
Europe - European Quality Award
Internationally - International Standard ISO 9000 series.

These quality awards and standards have been introduced in recent


years to promote quality and excellence in a wide range of industries
and services.
The detection and elimination of components or final products that are
not up to standard.
It is an after-the-event process concerned with detecting and
rejecting defective items.
It may involve a considerable amount of waste, scrap and reworking.
Inspection and testing are the most common methods of quality
control.
It is a before & during the event process to prevent faults
occurring in the first place.
It is about designing quality into the process to ensure that
the product is produced to a predetermined specification
i.e. producing defect and fault-free products.
Quality assurance is about consistently meeting product
specification and standards or getting things right first time
& every time.
Itincorporates quality assurance, and extends and
develops it.
TQM is about creating a quality culture where the aim of
every member of staff is to satisfy their customers, and
where the structure of their organization allows them to do
so.
TQM is about providing the customer with what they want,
when they want it and how they want it.
Analyzing the three words,
Total - made up of the whole
Quality degree of excellence provided by a product or service
Management art of handling, controlling, directing etc.

Therefore,
TQM is the art of managing the whole to achieve excellence.

Golden rule: Do unto others as you want others to do unto you.


TQM
Continuous
Quality
Improvement
Assurance

Prevention
Quality
Control
Inspection Detection
1. Every feature
Not only quality and environment but also other parameters including cost, delivery, safety.
2. Every Department
Not only a manufacturing department but also other departments including R&D, marketing,
administration, etc.
3. Every Level
Not only engineers but also top managers, middle managers, supervisors, workers, and clerks.
4. Group-Wide
TQM is not only implemented by a company but also by all its group companies.
5. All The Industries
Not only in manufacturing but in all industries: construction, real estate, electric power, water
supply, transportation, communications, service.
Total Quality Management can assist institutions to manage
change and to set their own agendas for dealing with new
external pressures.
TQM does not and will not bring results overnight; neither
is it a solution for all the problems. Rather it is an important
set of tools that can be employed in the management of
institutions.
Organizations are following quality improvement for many
important reasons. These are called as the four quality
imperatives.
In the commercial world, it is survival imperative that
often drives quality improvement, but the complexity of
customer demands and the importance of values makes it
more important that organizations should take quality more
seriously.
The customers and clients deserve the best possible quality of
product or service. It is the duty of government, organizations and
professionals to have primary concern to provide the very best
possible product or services.
As for education sector, John West-Burnham has put it,
it is difficult to conceptualize a situation where anything less than total
quality is perceived as being appropriate or acceptable for the
education of children
Closely linked to the moral imperative is the professional imperative.
Professionalism involves a commitment to the needs of customers
and an obligation to meet their needs by using the most appropriate
practices.
Professionals (who are running the organizations or are working in
organizations) have a professional duty to improve the quality of their
products or services and this places a burden on them to ensure that
both practices and management of the organization are operating
to the highest possible standards.
Competition is a reality in the world of business. Decreasing
number of customers can lead to staff lay-off and ultimately the
survival of the organization can be under threat.
Organizations can meet the challenge of competition by working to
improve the quality of their products or services and of their
delivery mechanisms.
Competition requires strategies that clearly differentiate
organizations from their competitors. Quality may sometimes be the
only differentiating factor for an organization.
Now a days, organizations are part of their communities and they
must meet the demands of customer in order to be more
accountable and publicly demonstrate the high standards.
TQM supports the accountability imperative by promoting
objective and measurable outcomes for the organizations and
provides mechanisms for quality improvement.
Quality improvement becomes important as organizations have
achieved greater control over their own affairs. Greater freedom
has to be matched by greater accountability.

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