TOTAL QUALITY MANAGEMENT
TOTAL : All the members working in an organisation .
QUALITY : Degree of excellence a product/services provides.
MANAGEMENT : an act/art of planning ,directing and contol.
DEFINITION OF TOTAL QUALITY MANAGEMENT :
Total quality management is the set of systematic activities carried out
by the entire organisation to effectively and efficiently achieve company's
objectives so as to provide products and services with the level of quality
that satisfies customer at the appropriate time and price .
Total quality management is the continual process of detecting and
reducing or eliminating errors in manufacturing , streamlining , supply
chain management, improving the customer experience ,and ensuring
that employees are up to speed with training .
' TQM is the control of all transformation process of an organisation to
best satisfy customers needs in the most economical manner '.
Leopald S.Vasin
Important of TQM
Better employee relation
Improved operational performance
Greater customer satisfaction
Create good corporate culture
Increase efficiency
Principal of total quality management :
1. Customer Satisfaction
2. Total Employee Involvement
3. Continuous improvement
4. Strategic and systematic approach
5. Integrated system
6. Fact based decision making
Advantages of TQM
1. Improvement in company Environment
2. Excellent customer satisfaction
3. Good public image of the enterprise
4. Helps in checking non productive activities and
5. Better personal Relation
Disadvantages of TQM
1. Production disruption
2. Employee Resistant
3. Quality is Expensive
4. Discourage creativity
8 building blocks of tqm
1. Customer focus
2. Employee involvement
3. Integrated system
4. Process centric approach
5. Systematic flow
6. Continual efforts
7. Fact based decision making
8. Relationship management
Crosby 14 steps of quality improvement
1. Management commitment
2. Cost of quality
3. Quality improvement teams
4. Quality measurement
5. Quality awareness
6. Corrective Actions
7. Plan zero defects program
8. Supervisor training
9. Zero defects day
10. Set improvement goals
11. Remove Error cause
12. Performance recognition
13. Establish quality council
14. Repeat cycle
Strategy Management
The term strategy is derived from a Greek word 'strategos'.which
means generalship or the art of the generals .The word strategy
means the art of the general to fight in war, the word strategy has
entered in the field of management from the military services where
it refers to apply the forces against an enemy to win a war.
The art of planning and directing overall military operation and
movements in a war or battle includes the determination and
evaluation of alternatives paths to an already established mission or
objective and eventually , choice of the alternative to be adopted.
IGOR ANSOFF WAS A RUSSIAN AMERICAN APPLIED MATHEMATICIAN
AND BUSINESS MANAGER KNOWN AS FATHER OF STRATEGIC
MANAGEMENT .
Strategy :
In 1960 's Chandler defines strategy as – the determination of basic long
term goals and objectives of an enterprise and the adoption of the course
of action and the allocation of resources necessary for carrying out these
goals
Michael Porter defines strategy as – creation of a unique and valued
position involving a different activity from rivals or performs similar
activities in different ways.
Strategy defines your long term goals and how you're planning to achieve
them.
Strategic Management :
Strategic management Provides overall direction by developing plans and
policies designed to achieve objectives and then allocating resources to
implement the plans .
Strategic Management may be defined as the dynamic process of
formulation , implementation , evaluation, and control of strategies to
realize the organisation 's strategic intent .
Nature/Characteristics of Strategic Management
Ongoing process
Dynamic process
It is multidisciplinary
It is hierarchical
It is multidimensional
Future-oriented
Levels of Strategy
1. Corporate Level Strategy : Relates to the overall scope of the
organisation , its structure and financing and the distribution of
resources between its different constituent parts.
2. Business/Competition Level Strategy : Refers how the organisation
competes in a given market , its approaches to product development
and to customers.
3. Operational Level Strategy : It is concerned with the various
subunits-marketing ,finance , manufacturing , and so on – contribute
to the higher level strategies .
Indian Ethos in Management
The word ethics has its origin in the greek word ' ethos' which
means character , norms , ideals or morals prevailing in a group
or society .
Business Ethics – Business ethics is nothing but the application of ethics
in business. Business ethics is the application of general ethical ideas to
business behavior facilitates and promotes good to society , improves
profitability , fosters business relations and employee productivity . The
concept of business ethics has come to mean various things to various
people , but generally it's coming to know what it right or wrong in the
workplace and doing what 's right – this is in regard to effects of products
\services and in relationships with stakeholders .
Definition :
According to wheeler – Business Ethics is an art and science for
maintaining harmonious relationship with society , its various groups and
institution as well as reorganizing the moral responsibility for the
rightness and wrongness of business conduct .
Rogene.A.Buchholz – Business ethics refers to right or wrong behavior in
business decisions.
Benefits of Business Ethics –
1. Attention to business ethics has substantially improved society .
2. Ethics programs help maintain a moral course in turbulent times.
3. Ethics programs cultivate strong teamwork and productivity .
4. Ethics programs help ensure that policies are legal .
5. Ethics support employee growth.
Some of the elements
1. Top management commitment
2. Publication of a code
3. Establishment of compliance mechanism
4. Involving employees at all levels
5. Measuring the result
Ground rules of Ethics
1. Be trustworthy
2. Have respect for others
3. Own responsibility
4. Be fair in dealing
5. Prove to be a good citizen
