Total Quality Management
                     TOTAL QUALITY MANAGEMENT
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Introduction
Total quality management (TQM) describes a 
management approach to long-term success 
through customer satisfaction. 
In a TQM effort, all members of an organization 
participate in improving processes, products, 
services, and the culture in which they work.
Source: asq.org 
KEY 
PRINCIPLE
S OF TQM
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Source: asq.org 
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Central to all successful TQM systems is an 
understanding that quality is determined by 
the customer. 
No matter what measures you introduce to 
improve the quality of your products and 
services, the only way of knowing if they have 
been successful is customer feedback, whether 
in the form of reviews, return rates, or 
CUSTOME satisfaction surveys.
R FOCUS
Source: www.juran.com
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Every person in an organization—from entry-
level workers to management—has a 
responsibility for the quality of products and 
services. 
However, employees can only be invested if 
EMPLOYEE they feel empowered to make their own decisions, something that depends on 
management creating the right workplace 
INVOLVEMEN environment.
T
Source: www.juran.com
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A TQM system will fail without a clear focus on 
processes and process-led thinking. 
A process fault is ultimately the cause of most 
problems, which is why effective monitoring of 
every single step is an essential part of 
assessing, maintaining and improving quality.
CENTRED ON 
PROCESS
Source: www.juran.com
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An organization should have an integrated 
system that allows for effective total quality 
management. 
This may be a bespoke system, or one based 
on a quality standard, but it should be 
understood and applied across all functions 
and departments.
INTEGRATED 
SYSTEM
Source: www.juran.com
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Critical to quality management is the existence 
of a strategic plan that outlines how an 
organization intends to achieve its mission and 
business goals. 
It goes without saying that quality should be a 
STRATEGIC & core component of such a plan.
SYSTEMATIC 
APPROACH
Source: www.juran.com
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Business performance can only be assessed 
using the available facts, such as sales data, 
revenue figures, and customer retention rates. 
DECISION- The opinions of customers, employers and suppliers should never be used to inform 
decisions.
MAKING 
BASED ON 
FACTS
Source: www.juran.com
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Effective communication is essential when an 
organization is implementing significant 
changes for the sake of business improvement. 
Every member of staff should be made aware 
of the strategy, the timescales involved, and 
the reasons for implementing it.
COMMUNICATIO
N
Source: www.juran.com
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Applying the principles of DMAIC and Lean Six 
Sigma will instill an organization with a culture 
of continuous improvement, driving all 
employees to constantly seek new ways to be 
more competitive and deliver high-quality 
products for all stakeholders.
CONTINUOUS 
IMPROVEMENT
Source: www.juran.com