TQM - A Successful Journey

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TQM has now become a language of all the leading companies in and around the globe. It is unanimously considered to be the lifeblood of excellence in all the spheres of business. It is one of the advanced techniques of Quality Control. TQM is defined as “Managing the entire organization so that it excels on all dimensions of product and services that are important to the customer.” One of the major tractor manufacturing companies, Mahindra & Mahindra Ltd., located in MIDC Hingna, Nagpur has bagged the coveted Deming Prize in the year 2003 for their rigorous efforts in the field of TQM. The company has implemented TQM in three different phases namely the Introduction phase, Promotion phase and Development phase. The major activities in development phase are: Policy deployment and DWM, Developing KAIZEN culture through employee involvement, SOPs for every process, Statistical process control, Monthly P-D-C-A, Periodic audits, 5-S, Performance management system, Customer focus.

In order to satisfy the customers in global context, TQM is only the viable alternative to control the quality of their products in the present scenario for Indian Industries. TQM stands for Total Quality Management. TQM is defined as “Managing the entire organization so that it excels on all dimensions of product and services that are important to the customer.” The elements of TQM are as shown in table below. Total Quality Control was coined by A.V. Freighbaum 1983, Japan, later TQC was given a nameTQM in the U.S. TQM is one of the advanced quality control techniques. Managing the entire organization so that it excels on all dimensions of product and services that are important to the customer.

Philosophical Element
  • Customer-driven quality
  • Leadership plans
  • Continuous Improvement
  • Employee Participation and development
  • Quick Response
  • Design quality and Prevention
  • Management by fact
  • Partnership development
  • Corporate responsibility and citizenship

Generic Tools (SPC Tools)
1. Process Flow Charts
2. Check Sheet
3. Pareto analysis and histogram
4. Cause and effect diagram
5. Run charts
6. Scatter diagrams
7. Control charts
Quality function deployment

Tools of the QC Department (SQC Methods)
1. Sampling
2. Process Capability
3. Taguchi methods

It has been universally accepted that without the TQM, competence is difficult to achieve. It is about satisfying the needs and expectations of the end customers, internal or external. It is not about products or processes but about an organization as a whole. Before the introduction of TQM, Focus on control,Product Oriented inspection system, Quality control was the responsibility of Inspection Department, It was about quality with a smaller & restricted perspective (Small Q).During TQM development phase, Focus on Assurance, Process Oriented assurance system and Encompasses all the processes and involves whole organization. It is about Quality with broader perspective. (Big Q (TQM)). It is a Journey and not a Destination. In order to satisfy the customers in global scenario striving for TQM is only the alternative available in the present scenario.
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