TRAINING FOR TQM

PRESENTED BY
SPARSA K SURESH

What is TQM?( Total Quality Management)

TQM is a management approach centered on

quality ,based on participation of an
organizations people and aiming at long term
success

What is TQM?( Total Quality Management)

TQM is a philosophy for managing organization
centered on quality and customer
satisfaction
TQM originated in 1980s as Japanese style
management approach and became very popular
during 1990s being adopted by thousands of
company

 Continuous improvement(Kaizen) is the core

process needed for successful implementation of TQM.
Continuous improvement is due to continuous changes
in processes and procedures through a systematic
study of existing system.
TQM requires active involvement, participation
and cooperation of everyone in the organization
To achieve and sustain this focus on quality requires
long term commitment on the part of
organizations leadership

Role of employees in quality improvement

Continuous improvement: employees are
the real experts in work space. Employees
identify a problem, come up with solution ,
check with their supervisor and implement it.
Participative problem solving: Employee
participation in identifying and solving quality
problems motivates employees and increase job
morale.

Role of employees in quality improvement

Improve entire process: Small individual
changes have a cumulative effect in improving
entire process across the organization.
Quality in services
Quality in supply chain

Why Training is important in TQM?

Training is an important component in
successful planned change efforts
Training and education are important in
preparing an organization for a change.
Training in implementing TQM is essential as it
provides opportunity to reform employees
about goals of TQM

Why Training is important in TQM?

Tiett and Waits says TQM emphasizes improving
and motivating a companys most valued asset, its
work force
Training in quality tools and skills such as statistical
process control enable employees to diagnose and
correct day to day problems related to do their job.
Employees have higher responsibility and hence
they require greater level of skill.

 When quality achievement is rein forced through

rewards and recognition it further increases
employee satisfaction.
Example: Marriott employees are trained to view
break downs in service as opportunities for
satisfying customers .
They may send a gift and note of apology to
customers who have experienced a problem in
hotel.

Basic steps of effective training Plan

1. Awareness: Make awareness about objectives
of training
2. Acceptance: Trainees must feel that training
will be value to them
3. Adapt: Does everyone feel they are apart of
what is going to take place?
4. Results: What changes must be made in
behavior and attitudes

Three basic areas of T&D in TQM process(By

Clinton et al)
1. Instruction in philosophy and principles of
TQM
2. Specific skills training such as different TQM
tools ( Statistical process control ,cause and
effect matrix etc.)
3. Training to improve problem solving
capabilities

Conclusion
TQM will only be successful if all employers
including top management and other managers
are thoroughly educated in all aspects of total
quality.
The delegation of responsibility to one manager
regarding TQM training
Expert outside consultants should be contracted
it internal expertise is not available

Conclusion
TQM is not a single effort but should be
conducted on continuous basis.
In the beginning training must take place on a
regular basis, for example monthly and later on
six months basis
The training curriculum should address all
issues which would contribute to improvement
of quality.

THANK YOU