8 Principles of Total Quality Managemen1

8 PRINCIPLES OF TOTAL QUALITY MANAGEMENT
Total quality management is the management approach of an organization, centered on

quality, based on the participation of all of its members, and aiming at long-term success through
customer satisfaction and benefits to all members of the organization and to society. It is a
structured system for satisfying internal and external customers and suppliers by integrating the
business environment, continuous improvement, and breakthroughs with development,
improvement, and maintenance cycles while changing organizational culture.
Total Quality management is a never-ending and systematic approach to the

improvement of an organization. It focuses upon adjusting those to stand beyond that and on the
expectation of customer and identifying the defects of manufacturing. The term was invented in
the industries of Japan in 1954 and was implemented in everywhere including various business
backgrounds. Total quality management holds each and every individual to be accountable for
the outcome of the process. The task force set up for revising the ISO (International
Organizational for Standardization) 9000 series of standards decided that organizations can
continually improve their performance if they follow the following (eight) principles of quality
management:
1 – Customer Focus
The primary focus of quality management is to meet customer requirements and to strive to
exceed customer expectations.
Rationale
Sustained success is achieved when an organization attracts and retains the confidence of
customers and other interested parties on whom it depends. Every aspect of customer interaction
provides an opportunity to create more value for the customer. Understanding the current and
future needs of customers and other interested parties contributes to the sustained success of an
organization
2 – Leadership
Leaders at all levels establish unity of purpose and direction and create conditions in which
people are engaged in achieving the quality objectives of the organization.
Rationale
Creation of unity of purpose, direction, and engagement enable an organization to align its
strategies, policies, processes, and resources to achieve its objectives.
3 – Engagement of People
It is essential for the organization that all people are competent, empowered and engaged in
delivering value. Competent, empowered and engaged people throughout the organization
enhance its capability to create value.
Rationale
To manage an organization effectively and efficiently, it is important to involve all people at all
levels and to respect them as individuals. Recognition, empowerment, and enhancement of skills
and knowledge facilitate the engagement of people in achieving the objectives of the
organization.
4 – Process Approach
Adhering to processes is critical in quality management. Processes ensure that the proper
steps are taken at the right time to ensure consistency and speed up production.
Rationale
Organizational goals can be achieved when resources and activities are managed as a process.
“A process is a combination of methods, materials, manpower and machines that, taken
together, produce a product”. Quality improvement aims at reducing variations amongst
different processes by removing the causes of variations and bringing the process under control.
5 – Systems Approach to Management
Consistent and predictable results are achieved more effectively and efficiently when activities
are understood and managed as interrelated processes that function as a coherent system.
Rationale
The quality management system is composed of interrelated processes. Understanding how

results are produced by this system, including all its processes, resources, controls and
interactions, allows the organization to optimize its performance.
6 – Improvement
Successful organizations have an ongoing focus on improvement.
Rationale
Improvement is essential for an organization to maintain current levels of performance, to react

to changes in its internal and external conditions and to create new opportunities.
7 – Evidence-based Decision Making.
Decisions based on the analysis and evaluation of data and information are more likely to
produce desired results.
Rationale
Decision-making can be a complex process, and it always involves some uncertainty. It often
involves multiple types and sources of inputs, as well as their interpretation, which can be
subjective. It is important to understand cause and effect relationships and potential unintended
consequences. Facts, evidence and data analysis lead to greater objectivity and confidence in
decisions made.
8 – Relationship Management
For sustained success, organizations manage their relationships with interested parties, such
as suppliers.
Rationale
Interested parties influence the performance of an organization. Sustained success is more likely
to be achieved when an organization manages relationships with its interested parties to
optimize their impact on its performance. Relationship management with its supplier and
partner network is often of importance.

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8 PRINCIPLES OF TOTAL QUALITY MANAGEMENT

Total quality management is the management approach of an organization, centered on

Total Quality management is a never-ending and systematic approach to the

5 – Systems Approach to Management

The quality management system is composed of interrelated processes. Understanding how

Successful organizations have an ongoing focus on improvement.

Improvement is essential for an organization to maintain current levels of performance, to react

7 – Evidence-based Decision Making.

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