TOTAL QUALITY

MANAGEMENT
 TOTAL QUALITY MANAGEMENT
 It is a system of management based on the principle that every member of
staff must be committed in maintaining high standards of work in every
aspect of a company’s operations.
 TQM is a comprehensive and structured approach to organizational
management that seeks to improve the quality of products and services
through ongoing refinements in response to continuous feedback
 It is an integrated system of principles , methods and practices that
provide a framework of organization to strive for the excellence in
everything they do.
 THE EIGHT ELEMENTS OF TOTAL QUALITY MANAGEMENT
The success of the TQM framework depends on these TQM elements that
are put together and further categorized into 4 groups. They are as follows:

I. Foundation- it includes Ethics, Integrity,

and Trust
II. Building Bricks- it includes Training,
Teamwork, and
Leadership
III. Binding Mortar- it includes Communication

IV. Roof- it includes Recognition

 FOUNDATION
TQM is built on a foundation of ethics, integrity and trust. These
three elements move together however, each elements offers
something different to the TQM concept.

Ethics
Integrity
Trust
 FOUNDATION
Ethics
-Ethics can be described as an individual’s understanding of
what they deem right or wrong or good or bad at a workplace.
Ethics form the gray decision area where an employee can
decide what is good to be undertaken and what is bad that
shouldn’t be undertaken.
-Ethics is a driving force that teaches an individual to follow the
code of conduct set up by a particular organization and maintain
a friendly workplace environment. With rules and regulations as
part of organization policies, individual ethics form the basis for
an employee’s behavioral conduct towards the business and their
fellow colleagues.
 FOUNDATION
Integrity
Upholding values and virtues such as honesty, justice, morals, and sincerity
defines integrity. At the same time, knowing that a particular action is wrong and
ensuring they aren’t part of such debauchery forms an excellent example of
integrity. Making sure that adherence is part of good conduct, adherence when
coupled with work ethics, can dramatically increase productivity and can display a
positive representation of that individual in and around the workplace. Integrity
ensures that the principles of TQM can be easily embedded within an individual
and, if popularized, can affect an entire organization, thus, enabling the efficient
trickling down of TQM philosophies for high quality.
 FOUNDATION
 Trust
-Without trust, the framework of TQM cannot be built.
-Trust fosters full participation of all members
-Trust can evolve into a relationship between team members,
resulting in active decision-making.
-It can also encourage commitment and foster individual risk-taking,
as this individual would know that the team members
have their back in critical situations.
- Trust is essential to ensure customer satisfaction.
- Trust builds the cooperative environment essential for
TQM
 BUILDING BRICKS
Basing on the strong foundation of trust, ethics, and integrity,
bricks are placed to reach the roof of recognition.

Training
Teamwork
Leadership
BUILDING BRICKS
Training
- Training is very important for employees to be highly productive.
- Managers and supervisors are solely responsible for implementing
TQM within their departments, and teaching their employees the
philosophies of TQM.
- Training employees to enhance their interpersonal skills, decision-
making, and problem-solving abilities, can benefit the
implementation. This approach can help bridge the gap between the
business’s quantitative output and customers’ quality expectations.
BUILDING BRICKS
Teamwork
- to become successful in business, teamwork is also a key element of TQM.
- With the use of teams, the business will receive quicker and better solutions
to problems.
- Teams also provide more permanent improvements in processes and
operations.
- In teams, people feel more comfortable bringing up problems that may
occur, and can get help from other workers to find solutions and put into
place.
 There are mainly three types of teams that TQM organizations
adopt:
A. Quality Improvement Teams ( QITs)
-is a team taking lead to implement quality improvement activities. Group of multi skilled employee
charged with responsibilities of improving processes or services. The team include top and middle
management members to coordinate initial planning and implementation.
B. Problem Solving Teams (PSTs)
- is a team of teachers and support staff that work with the classroom teachers and families to assist
students with academic needs. This program was created to help teachers differentiate their
program to help their students learn in the best environment possible. The goal of PST is to set up
our students for SUCCESS!
C. Natural Work Teams (NWTs)
- These teams consist of small groups of skilled workers who share tasks and responsibilities. These
teams use concepts such as employee involvement teams, self-managing teams and quality
 BUILDING BRICKS
Leadership
- Possibly the most important element of TQM.
- Requires managers to provide an inspiring vision, make strategic
directions that are understood by all and to instill values that guide
subordinates.
- Supervisors must be committed in leading his employees.
- A supervisor must understand TQM, believe in it and then
demonstrate their belief and commitment through their daily practices
of TQM.
 BINDING MORTAR
Communication
 It binds everything together.
 Starting from foundation to roof of the TQM house.
Everything is bound by strong mortar of
communication.
 It acts as a vital link between all elements of TQM.
 Communication means a common understanding of
ideas between the sender and the receiver.
 The success of TQM demands communication with and
among all the organization members, suppliers and
customers.
Different Ways of Communication:
Different Ways of Communication:
 Different Ways of Communication:
Horizontal Communication
Horizontal communication refers to the
interactions that occur with employees
who are at the same level in the
organization. Horizontal communication
is also referred to as lateral
communication and may include
employees who work in the same
departments and employees who
work in different departments.
 ROOF
A house without a roof isn’t a house at all.
This includes the bearer of solitude and
award

Recognition
 ROOF
 Recognition
- The last and final element in the entire system.
- Recognizing someone’s work is extremely important in a nowadays’
competitive environment.
- Acknowledging brilliant work promotes healthy competition among
individuals striving for recognition.
- Recognition enables an individual to put their best foot forward to be
in line for a sparkling reward. It is but a boost to human morale and
pride.
- Employees strive to receive recognition for themselves and their
teams.
- Detecting and recognizing contributors is the most important job of a
supervisor.
 RECOGNITION COMES IN DIFFERENT WAYS, PLACES AND
TIME

WAYS- it can be by way of personal letter from

the top management. It can also be in the form of
awards, plaques and trophies
PLACES- Good performers can be recognized in
front of departments, on performance boards and
also in front of the top management.
TIME- it can be given at any time like staff
meeting, annual award banquets, etc.
 CONCLUSION
 We can conclude that these 8 elements are the key in ensuring the success of the TQM in an
organization and that the supervisor/ manager plays a vital role in developing these elements in
the work place. Without these elements, the business entities cannot be successful TQM
implementers.
 Good foundation of Ethics, Integrity and Trust will help foster fairness, openness, and
employee involvement in all the company's processes.
 Training is the key by which the organization creates a TQM environment while leadership and
teamwork go hand in hand.
 Lack of communication between departments, supervisors and employees create a burden on
the whole TQM process.
 Recognition should be given to people who contributed to the overall completed task.