TQM - AN OVERVIEW

TQM is an organization wide philosophy with its core value centered on continually improving the quality of the product and services and the quality of its process to meet and exceed customers expectations. Everyone in the organization from top management to employees plays a role in providing a quality product and services to customers. Even the suppliers and customers are part of TQM. In this paper an attempt is made to trace the evolution of TQM, key principles of TQM, tools of TQM and also the paper covers the entire range of TQM in 20 units, in four modules with brief explanation and practical applications. Total quality management (TQM) is achieved and becomes part of the overall organizational culture when the five principles - produce quality work the first time, focus on the customer, have a strategic approach to improvement, improve continuously and encourage mutual respect and teamwork - are practiced by all.