TQM focuses on continuous improvement through a company-wide integrated effort to meet and exceed customer expectations. It involves commitment from senior management and all employees. The objectives of TQM include process improvement, defect prevention, and developing cause-and-effect relationships. TQM tools include quality improvement teams, benchmarking, and statistical process control. A systematic approach requires planning, providing inputs, operating processes, evaluating outputs, examining performance, and modifying processes. However, barriers to introducing TQM include the time and effort required, lack of management support, unwillingness of employees to adopt changes, and weaknesses in monitoring and middle management.

1. (TQM)

2. Definition Of Quality
• Quality is perceptual and understood differently
by different people.
• Consumers may focus on specification quality of
a product/service or how it compares with other
products in the market.
• Producers may focus on conformance quality or
degree to which the product/service was
produced correctly.

3. Meeting the exceeding customer expectations by
involving everyone in the organization through an
integrated effort.

4. TQM
• TQM is the optimization and integration of all the
functions and processes of a business in order to
provide for excited customers through a process
of continuous improvement.

5. Objectives of TQM
• Process improvement
• Defect prevention
• Priority of effort
• Developing cause-effect relationships
• Measuring system capacity
• Developing improvement checklist and check forms
• Helping teams make better decisions
• Developing operational definitions
• Separating minor from significant needs
• Observing behavior changes over a period of time

6. TQM revolves around
• Commitment by Senior Management and all
employees
• Effective strategy, vision, mission and goals
• Customer/ Supplier relationships
• Communication
• Tools and techniques for improvement
• Team work
• Systems to facilitate improvement
• and most of all TRUST

7. Components required for systematic
approach of TQM
• Planning the processes and inputs
• Providing inputs
• Operating the processes
• Evaluating the outputs
• Examining the performances of the processes
• Modifying the processes and their inputs.

8. TQM Tools
• Quality Improvement Teams
Small groups of employees, working on solving
specific problems related to quality and productivity.
• Benchmarking
Process of identifying the best practices and
approaches by comparing productivity in specific
areas within ones' own company to other
organizations both within and outside the industry.

9. • Statistical process control
Statistical technique that uses periodic random
samples taken during actual production to determine
whether acceptable quality levels are being met.
• Commitment
In order to Future Model to be a success, each
member in an organization must be committed to the
change process.

10. • TRAINING
Training must be a part of the organizations
succession planning. Today any training which is
less than visionary will not help the organization
meet its' future goals and objectives.

11. • A continuous training will facilitate followings
 Employees will be more confident and motivated in
their work
Reduce staff turnover
 Reduce errors
 Improve productivity
 Improve the organization competitiveness.

12. Barriers For Introducing TQM
• Time consuming and hard work
• Unwillingness of senior management to give
support
• Unwillingness of employees to adopt
• No good monitoring mechanism
• Unawareness of employees about the organization
mission
• Weaknesses of middle management

13. • Created by;
Shakthi Fernando
Sandun Ulpathakumbura
 BSc. Financial management(Special)-Undergraduates
Sabaragamuwa University of Sri Lanka