TQM

A management approach for an organization,

centered on quality, based on participation of
all its members and aiming at long term
success through customer satisfaction, and
benefits to all members of the organization
and to the society
ISO
( international organization for standardization)
TQM is composed of 3 paradigms
Total- made of the whole
Quality- degree of excellence
Management Act, art or manner of
planning, controlling, directing..

The three aspects of TQM
Counting
Customers
Culture
Goals of TQM
Total client satisfaction through quality
products and services
Continuous improvements to processes,
systems, people, supplies, product and
services.
Basic tenets of TQM
The customer makes ultimate determination of
quality
Top management must provide leadership
Preventing variability is the key to produce high
quality
Developing data and facts to improve the quality



Principles of TQM

Commitment by senior management and all the
employees
Employee empowerment , training suggestion
schemes, measurements and recognition
Fact based decision making
Meeting consumer requirements and customer focus
System to facilitate the improvement
Attain, maintain and improve the standards
Never compromise quality- avoid mistake and
prevent defects




Requisites for maintaining the TQM in an
organization
Develop effective responsiveness to the environment
and make needed changes
Written philosophy
Customer participation
Sufficient utilization of resources
Pr0oblem based approach
Use management audit
Use of technical system
Need for change

Deming's 14 point to implement the TQM
1. Create constancy of purpose and continual
improvement
2. Adopt a new philosophy
3. Cease dependence on inspection to achieve quality
4. Choose quality supplier over low cost suppliers
5. improve constantly , the process for planning,
production and service
6. Institute training on the job to reduce variation in
how job is done
7. Adopt and institute leadership

8.Eliminate fear- encourage two way communication
9. Break down internal barrier
10. Eliminate slogans, exhortation and targets for the
workforce
11. Eliminate numerical targets
12. Remove barriers
13. Encourage self improvement and education for all
14. Put every body in the company to work
accomplishing the transformation
7 deadly diseases that inhibit changes in the
style of management
1. Lack of constant purpose
2. Emphasis on short term profit
3. Management by fear
4. Mobility of management
5. Excessive medical cost
6. Excessive cost of liability
7. Use of visible figures only for management

Role of nurse manager for effective TQM
Encourage the subordinate
Clearly communicate the standard of care to
subordinate
Encourage setting policies and high std
Implement TQM proactively than reactively
Be positively active while communicating TQM
findings
Be role model in accepting the responsibility and
accountability
Use of structure, process and outcome std
Use of resources
Use TQM findings to measure employee
performance
Keep abreast of current government and licensing
regulation that affect TQM
Benefits of TQM
Improve quality
Employee participation
Team work
Internal and external customer satisfaction
Productivity and communication
Profitability