Total Quality Management (TQM) Tutorial/Help Page

by Dexter A. Hansen

Click here to download a free trial copy of SmartDraw in English or German.

Link to trial version SmartDraw Flowcharting Software

Made with SmartDraw gif

amazon gif  
This page is linked to 
Click on books of interest listed below for additional information or to order.

Didn't find a book you were specifically
looking for?  Type in the name of the author,
title or subject to search the selections.

Search: logo
Enter keywords...

Total Quality Management Handbook John L. Hradesky / Hardcover - 712 pages (December 1994) McGraw Hill Text

Beyond ISO 9000 : How to Sustain Quality in a Dynamic World William A. Stimson / Hardcover / Published 1998

Beyond Quality : New Standards of Total Performance That Can Change the Future of Corporate America  Jerry Bowles, Joshua Hammond / Paperback / Published 1993

Beyond Total Quality Management : Toward the Emerging Paradigm (McGraw-Hill Series in Management) Greg Bounds, et al / Hardcover / Published 1994

Beyond TQM  Robert Louis Flood / Paperback / Published 1993

Beyond Tqm : Tools & Techniques for High Performance Improvement Jack L. Huffman / Paperback / Published 1997

How to Lead Your Business Beyond TQM : Making World Class Performance a Reality (Financial Times/Pitman Publishing Series) Michael E. Joyce / Published 1995

Implementing TQM in small and medium sized companies J. M. Asher

Information Service Excellence Through Tqm : Building Partnerships for Business Process Reengineering and Continuous Improvement Timothy Braithwaite / Published 1994 Read more about this title...

Innovative reward and recognition strategies in TQM Bruce N. Pfau

The Key Note guide to TQM

Managing the Four Stages of Tqm : How to Achieve World-Class Performance Charles N. Weaver / Published 1995 Read more about this title...

The Next Phase of Total Quality Management : Tqm II and the Focus on Profitability (Quality and Reliability, Vol 42) Robert E. Stein / Published 1994

Practical results from integrating total quality management (TQM) : lessons learned to improve competitiveness : October 27-28, 1992, Rosemont, Illinois

The quality journey : a TQM roadmap for public transportation Littleton C. MacDorman

Successful Tqm : Inside Stories from Europea Quality Award Winners Klaus J. Zink (Editor) / Published 1997

Teams and TQM A. Aune

TQM in action : one firm's journey toward quality and excellence Joseph V. Walker

TQM, an integrated approach : implementing Total Quality through Japanese 5-S and ISO 9000 Samuel K. M. Ho

TQM-based performance measurement : practical guidelines Mohamed Zairi

Business Process Benchmarking : Finding and Implementing Best Practices (The Asqc Total Quality Management) Robert C. Camp / Hardcover / Published 1995

By What Method? : Leading Large-Scale Quality and Productivity Improvement Efforts  D. Scott Sink, et al / Paperback / Published 1996

The Change Agent's Handbook : A Survival Guide for Quality Improvement Champions David W. Hutton / Hardcover / Published 1994  Read more about this title...

Competitive Dominance: Beyond Strategic Advantage and Total Quality Management Victor Tang, Roy A. Bauer / Paperback / Published 1995

Construction Inspection Handbook : Total Quality Management James J. O'Brien / Hardcover / Published 1997

Corporate Diagnosis : Setting the Global Standard for Excellence Thomas L. Jackson, Constance E. Dyer / Hardcover / Published 1996 Read more about this title...

Creating Quality in the Classroom Janice Arcaro / Hardcover / Published 1995 Read more about this title...

Creativity, Innovation, and Quality Paul E. Plsek / Hardcover / Published 1997 Read more about this title...

Customer and Market-Driven Quality Management Johnson A. Edosomwan / Hardcover / Published 1993
 Read more about this title...

Customer Inspired Quality : Looking Backward Through the Telescope (Warren Bennis Executive Briefing Series) James G. Shaw / Hardcover / Published 1996

estination : Quality : How Our Small-Volume Building Firm Used TQM to Improve Our Business Gilbert J. Veconi, Charles, A. Layne / Hardcover / Published 1996

Electronic Systems Quality Management Handbook (Electronic Packaging and Interconnection Series) Marsha Ludwig-Becker (Editor) / Hardcover / Published 1997

The Essence of Total Quality Management (Essence of Management Series) John Bank / Paperback / Published 1993

Essentials of Total Quality Management (Worksmart) Richard L. Williams / Paperback / Published 1994

The Executive Guide to Implementing Quality Systems Peter Mears, Frank Voehl / Paperback / Published 1995

Experiencing Quality Cynthia Lengnick-Hall, Melissa Hartman / Paperback / Published 1997

Introduction to Total Quality : Quality Management for Production, Processing, and Services David L. Goetsch, et al / Paperback / Published 1996 Read more about this title...

Management : Total Quality in a Global Environment Michael J. Stahl / Hardcover / Published 1995 Read more about this title...

Management Development and Training; The TQM Approach Harry I. Costin / Paperback / Published 1997

Principles of Total Quality Vincent K. Omachonu, et al / Hardcover / Published 1997 Read more about this title...

Iso 9000 for Better Business : Using Iso 9000 As a Foundatin for Total Quality Management Jack E. Small / Hardcover / Published 1996 Read more about this title...

Software Excellence : A Total Quality Management Guide Shigeichi Moriguchi (Editor) / Hardcover / Published 1997

Software Quality Engineering : A Total Technical and Management Approach (Prentice Hall Series in Software Engineering) Michael S. Deutsch, Ronald R. Willis / Hardcover / Published 1988

Strategic Total Quality Management : Corporate Performance and Product Quality Christian N. Madu, Chu-Hua Kuei / Hardcover / Published 1995

Successful Tqm : Inside Stories Form European Quality Award Winners Klaus J. Zink (Editor) / Paperback / Published 1997

Taking the Mystery Out of TQM : A Practical Guide to Total Quality Management Peter Capezio, et al / Paperback / Published 1995

Mapping Work Processes by Dianne Galloway  Paperback Spiral edition (July 1994) Amer Society for Quality; ISBN:

Essentials of Flowcharting - Michel H. Boillot; Paperback

Business Process Improvement Workbook : Documentation, Analysis, Design, and Management of Business Process Improvement; H. James Harrington, et al

Process Mastering: How to Establish and Document the Best Known Way to Do a Job; Ray W. Wilson(Preface), Paul Harsin



Total Quality Management (TQM)

TQM Compared to ISO 9001

TQM as a Foundation

Ten Steps to Total Quality Management (TQM)

Principles of TQM

Processes must be Managed and Improved

Key to Quality

Planning a Change

TQM Process Improvement and Problem Solving Sequence

Other Related Sites


Dexter Hansen

SmartDraw logo
English   German

12,700 job Descriptions
on CD ROM now has tools, tooling and gas powered generators in their's Home Improvement Store.  Click on's Home Improvement Store or the logo below to go there or use the Search feature.


Total Quality Management (TQM), a buzzword phrase of the 1980's, has been killed and resurrected on a number of occasions. The concept and principles, though simple seem to be creeping back into existence by "bits and pieces" through the evolution of the ISO9001 Management Quality System standard.

Companies who have implemented TQM include Ford Motor Company, Phillips Semiconductor, SGL Carbon, Motorola and Toyota Motor Company.

The latest changes coming up for the ISO 9001:2000 standard’s "Process Model" seem to complete the embodiment. TQM is the concept that quality can be managed and that it is a process. The following information is provided to give an understanding of the key elements of this process.  

[Back to Index]

Total Quality Management (TQM)

Total = Quality involves everyone and all activities in the company.

Quality = Conformance to Requirements (Meeting Customer Requirements).

Management = Quality can and must be managed.

TQM = A process for managing quality; it must be a continuous way of life; a philosophy of perpetual improvement in everything we do.

[Back to Index]

TQM Compared to ISO 9001

ISO 9000 is a Quality System Management Standard.  TQM is a philosophy of perpetual improvement.  The ISO Quality Standard sets in place a system to deploy policy and verifiable objectives.  An ISO implementation is a basis for a Total Quality Management implementation. Where there is an ISO system, about 75 percent of the steps are in place for TQM.  The requirements for TQM can be considered ISO plus.  Another aspect relating to the ISO Standard is that the proposed changes for the next revision (1999) will contain customer satisfaction and measurement requirements.  In short, implementing TQM is being proactive concerning quality rather than reactive.

[Back to Index]

TQM as a Foundation

TQM is the foundation for activities which include;

  • Meeting Customer Requirements
  • Reducing Development Cycle Times
  • Just In Time/Demand Flow Manufacturing
  • Improvement Teams
  • Reducing Product and Service Costs
  • Improving Administrative Systems Training

[Back to Index]

Ten Steps to Total Quality Management (TQM)

The Ten Steps to TQM are as follows:

  1. Pursue New Strategic Thinking
  2. Know your Customers
  3. Set True Customer Requirements
  4. Concentrate on Prevention, Not Correction
  5. Reduce Chronic Waste
  6. Pursue a Continuous Improvement Strategy
  7. Use Structured Methodology for Process Improvement
  8. Reduce Variation
  9. Use a Balanced Approach
  10. Apply to All Functions

[Back to Index]

Principles of TQM

The Principles of TQM are as follows:

  1. Quality can and must be managed.
  2. Everyone has a customer and is a supplier.
  3. Processes, not people are the problem.
  4. Every employee is responsible for quality.
  5. Problems must be prevented, not just fixed.
  6. Quality must be measured.
  7. Quality improvements must be continuous.
  8. The quality standard is defect free.
  9. Goals are based on requirements, not negotiated.
  10. Life cycle costs, not front end costs.
  11. Management must be involved and lead.
  12. Plan and organize for quality improvement.

[Back to Index]

Processes must be Managed and Improved

Processes must be managed and improved!  This involves:

  • Defining the process
  • Measuring process performance (metrics)
  • Reviewing process performance
  • Identifying process shortcomings
  • Analyzing process problems
  • Making a process change
  • Measuring the effects of the process change
  • Communicating both ways between supervisor and user

[Back to Index]

Key to Quality

The key to improving quality is to improve processes that define, produce and support our products.

All people work in processes.


  • Get processes "in control"
  • Work with other employees and managers to identify process problems and eliminate them

Managers and/or Supervisors Work on Processes

  • Provide training and tool resources
  • Measure and review process performance (metrics)
  • Improve process performance with the help of those who use the process

[Back to Index]

Planning a Change

[Back to Index]

TQM Process Improvement and Problem Solving Sequence














1. Recognize that what you are doing is a "PROCESS"

2. Identify the commodity
being processed.
- Process Inference

3. Define some measurable characteristics of value to the commodity.

4. Describe the "PROCESS"
o Process Flow Analysis's
o Flow charts
o List of steps

5. Identify the "Big"  problem
o Brainstorming
o Checklists
o Pareto analysis

6. "BRAINSTORM" what is causing the problem.

7. Determine what past data shows.
o Frequency distribution
o Pareto charts
o Control charts
- sampling

8. Determine the relationship
between cause and effect
o Scatter diagrams
o Regression analysis

9. Determine what the
process is doing now
o Control charts
- sampling

10. Determine what change would help
  • Your knowledge
    of the process
  • Scatter diagrams
  • Control Charts
    - sampling
  • Pareto analysis

****Then make
the change.

11. Determine what change worked (confirmation).
  • Histograms
  • Control charts
    - sampling
  • Scatter diagrams

12. Ensure the fix is embedded in the process and that the resulting process is used.

Continue to monitor the process to ensure:

A. The problem is fixed for good.


B. The process is good enough

o Control charts
- sampling

****To ensure continuous
improvement, return
to step 5.

[Back to Index]

Other Related Sites

For those needing help with other areas, visit other related web sites by the author as follows:

Flowcharting Help Page at

Job Descriptions Help Page at

Integrating SOX-404 Internal Controls Auditing into ISO9001 at

Program Management Tips at

Job Performance Appraisal / Evaluation Tips Help Page at

Procedure / Process Writing Tips at

[Back to Index]


There are a number of consultants, educational sites and organizations running sites on the Internet. I have found interest links and have provided a Links Page. Click on Links to go there.

I hope this information is useful to those trying to understand the principles and concepts. I do recommend that you check out the SmartDraw download site. While at at the SmartDraw site, download the SmartDraw Netdrawing library collection for the business and process flow templates.   It will save you some time and money.   For added capability, the Professional Version also imports and saves files in Adobe PDF file format, which Visio doesn't do. 

[Back to Index]

Dexter Hansen

SmartDraw logo
English   German

12,700 job Descriptions
on CD ROM now has tools, tooling and gas powered generators in their's Home Improvement Store.  Click on's Home Improvement Store or the logo below to go there or use the Search feature.

If you have questions or comments relating to this flowcharting information, please click here to email the author.

Copyright ©
Dexter A. Hansen