GE6757 TQM Notes, Total Quality Management Lecture Notes – IT 6th SEM Anna University


Anna University Regulation 2013 Information Technology (IT) GE6757 TQM Notes for all 5 units are provided below. Download link for IT 6th SEM GE6757 Total Quality Management Lecture Notes are listed down for students to make perfect utilization and score maximum marks with our study materials.

Deming’s 14 points for Management:

1. Create and publicize to all employees the aims and purposes of the organization.

2. Adopt the new philosophy (of customer satisfaction, continuous improvement, defect prevention, management-labour cooperation, etc.).

3. Stop dependence on inspection to achieve quality. (Managers must understand how variation affects their processes and take steps to reduce the causes of variation. Workers must take responsibility for their own work).

4. End the practice of awarding business on the basis of price tag alone. (Costs due to inferior materials/components increase costs in the later stages of production. Suppliers themselves are part of the whole system and hence should be treated as long-term partners).

5. Improve constantly and forever the system of production and service .(Aim for small, incremental, continuous improvements – not merely in the area of production but also covering transportation, maintenance, sales, service, administration, etc. – all areas of the organization).

6. Institute training. (Employees need the proper tools and knowledge to do a good job, and it is management’s responsibility to provide these. Training not only improves quality and productivity, but also enhances workers’ morale).

7. Adopt modern methods of supervision and leadership. (Managers, Supervisors should act as coaches, facilitators and not as policemen).

8. Drive out fear. (Fear in work manifests as fear of reprisal, fear of failure, fear of change, fear of the unknown. Fear encourages short-term, selfish thinking, not longterm improvement for the benefit of all).

9. Break down barriers between departments and individuals. (Promote teamwork).

10. Eliminate the use of slogans and exhortations. (Workers cannot improve solely through motivational methods when the system in which they work constrains their performance. On the contrary, they will become frustrated, and their performance will decrease further).

11. Eliminate work standards, numerical quotas, and MBO. (Numerical quotas reflect short-term perspectives and do not encourage long-term improvement. Workers may shortcut quality to reach the goal. The typical MBO system focuses on results, not processes, and encourages short-term behavior).

12. Remove barriers to pride in workmanship. (Treating workers as commodities; giving them monotonous jobs, inferior tools; performance appraisals, management assuming it is smarter than workers and not using the workers’ knowledge and experience to the fullest extent).

13. Encourage education and self-improvement for everyone.

14. Take action to achieve the transformation. (The TQ philosophy is a major cultural change,and many firms find it difficult. Top management must take the initiative and include everyone in it).

Contributions of Juran to TQM.


+ Joseph M. Juran, Ph.D. (1904- ). Born in Romania. His parents migrated to the USA.

+ Worked at Western Electric Co.from 1924 to 1941. There he got exposed to the concepts of Shewhart.


+ In 1951, he published ‘Quality Control Handbook’ which is still a standard reference for quality control departments in organizations.

+ Traveled to Japan in 1954 to teach quality management to the Japanese at the invitation of the Japanese Union of Scientists and Engineers (JUSE). Juran and Deming introduced the concept of SQC to the Japanese. Helped the Japanese to improve quality to unprecedented levels.

+ Developed, published in 1986, the Juran Trilogy (Quality Trilogy) of three inter-related processes – quality planning, quality control, and quality improvement – for managing quality.

+ He popularized the concept of Fitness for Quality – comprising of Quality of Design, Quality of Conformance, Availability (reliability), Safety and Field Service.

+ Along with Deming, he introduced the concept of ‘Quality Assurance’.

+ He formulated a Quality Planning Roadmap.

 Quality Planning Roadmap.

1. Identify your customers,

2. Find out their needs,

3. Translate them into technical requirements,

4. Develop the product,

5. Develop and validate the process,

6. Translate the resulting plan to the operating personnel.

+ He advocated the accounting and analysis of quality costs to focus attention on quality problems.

+ He emphasized that upper management in particular needed training and experience in managing for quality. At the operational level, his focus was on increasing conformance to specifications through the elimination of defects, supported by statistical analysis.

+ Founded Juran Institute in 1979 to provide training, consulting services for improving business performance and attaining quality leadership.

+ His book ‘Managerial Breakthrough’ (1964) presented the concept of ‘Universal Breakthrough Sequence (or Breakthrough improvement), which has now evolved into

Six Sigma, the basis for quality initiatives worldwide.

+ Juran described quality from the customer perspective as having two aspects:

(i) Higher quality means a greater number of features that meet customers’ needs.

(ii) Freedom from trouble’ – higher quality consists of fewer defects.

+ Juran is recognized as the person who added the human dimension to quality – broadening it from its statistical origins, and thus helping develop the concept of TQM

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