I – INTRODUCTION

Total Quality Management (TQM) is a comprehensive management approach that originated in

the manufacturing sector of Japan in the late 1940s and gained popularity globally in the
subsequent decades. TQM focuses on continuous improvement in all aspects of an organization
through the involvement of all employees.

Total Quality Management (TQM) is also a management philosophy which focuses on the work
process and people, with the major concern for satisfying customers and improving the
organizational performance. It involves the proper coordination of work processes which allows
for continuous improvement in all business units with the aim of meeting or surpassing
customer’s expectations. It emphasizes on totality of quality in all facets of an organization with
the aim of reducing waste and rework to reduce cost and increase efficiency in production.

TQM is applicable to any organization irrespective of size, and motives, even the public sector
organization are fast adopting the ideology in order to make them effective in meeting public
demands. However, the adoption of the ideology by most organization has been hampered due
to their non compliance with the procedures and principles of TQM implementation. While
some organization, run TQM like a program which they expect to function and perform the
magic all by itself, others have used a half hearted approach to it, by using some bits and pieces
of the principles. This has accounted for the failure of most organization in meeting up to their
expected target from implementing this ideology. There is a need to continue to buttress the
benefits that accrue to organisations from the implementation of TQM, especially in developing
economies, such as Nigeria where the adoption of these principles seems far fetched to
organisations. The Nigerian Aviation industry gives us a true picture of the shortcomings of
organisations in their quest to make profit at the expense of quality. With the spate of changes
going on in the country due to government reforms, the nature of competition seem to be
changing from what it used to be. The influx of foreign and local investors into different sectors
of the economy has given rise to intense competition, thus the need for organisations to look
internally into their operational procedures and change strategically to meet up with the
challenges.

II – NATURE OF TOTAL QUALITY MANAGEMENT

Total Quality Management Starts from the top management – the quality concept is initiated by
the top management. The whole credit of the initiation of total quality management goes to the
top management. Only the top management can create an environment that develops team-
oriented environment and creates quality oriented culture that can prevent problems and
continually improve processes within an organization.

TQM is a consistent process that requires all employees to work together consistently as a team
to improve all organizational processes. It is not an easy task and may take years to yield the
desired results. Success in producing quality products and services depends on the collective
effort of employees working towards a common goal.

Embedded in strategic planning and thinking, TQM is a long-term approach where quality
policies must be integrated into strategic planning to achieve the desired outcomes. Customer
focus is paramount in TQM, with the end goal being complete customer satisfaction through the
delivery of quality products and services.

Teamwork is essential in TQM, with success hinging on the organization’s ability to foster a
culture of collaboration among employees. Teams can be formed vertically and horizontally,
involving employees from different departments and even external organizations like suppliers
and consultants. Consistent improvement is key in TQM, requiring the development and
standardization of all processes through ongoing enhancement efforts.

Every employee is involved in quality improvement within the TQM framework, whether
internal or external. Internal employees, from top to bottom, and external entities like suppliers
and banks play a crucial role in the TQM process. Ultimately, the success of TQM rests on the
commitment and determination of all employees to deliver quality products and services.
III – GURUS AND THEIR CONTRIBUTIONS TO TOTAL QUALITY MANAGEMENT
1. Walter A. Shewhart – introduced the Plan, Do, Check, Act (PDCA) cycle.
2. Edwards Demings – Modified the PDCA cycle into Plan, Do, Study, Act (PDSA) cycle.
3. Joseph M. Juran – popularized “fitness of quality”.
4. Armand V. Feigenbaum – Argued that TQM was necessary to achieve productivity,
market penetration and competitive advantage.
5. Philip B. Crosby – Posited that “doing it the first time” was less expensive than the cost
of detecting and correcting non conformities.
6. Joseph J. Peters – Identified the 12 attributes of a quality revolution.
7. Kaoru Ishikawa – Popularized the Ishikawa Diagram.
8. Genichi Tagauchi – Is known for the Tagauchi Loss Function.
9. Shigeo Shingo – Remembered for Pika Yoke (mistake proofing).
10. Vicente Falconi – Brazilian management consultant known for his expertise in quality
management, process optimization, and organizational performance.

IV – DISTINGUISH QUALITY DESIGN AND QUALITY CONFORMANCE

Quality design and quality of conformance are essential elements in ensuring that a product or
service meets user needs and industry standards effectively. Quality design encompasses the
creation of products that not only function well but also appeal aesthetically to customers,
aligning with their desires and requirements. It involves a comprehensive consideration of
functionality, aesthetics, and user experience to develop a reliable and visually appealing
product that resonates with the target audience.

In contrast, quality of conformance emphasizes the importance of ensuring that the final
product precisely matches the design specifications. This necessitates meticulous control over
the manufacturing or service process to prevent defects and maintain consistency in
production. Achieving a high level of quality of conformance requires stringent quality checks
and adherence to established standards to guarantee that each product is reliable and safe for
consumers.

Both quality design and quality of conformance play integral roles in overall product quality
such by delivering products that not only meet customer expectations but also maintain high
standards of reliability and consistency. Additionally by aligning these two elements effectively,
businesses can create products that are not only aesthetically pleasing and user-friendly but
also consistently produced to the desired specifications, ultimately leading to enhanced
customer satisfaction and competitive advantage in the market.

V – IDENTIFY SPECIFIC TOOLS AND TECHNIQUES OF TOTAL QUALITY MANAGEMENT

Kaoru Ishiwakawa had formulated a several tools that serves as foundation of various quality
improvement methodologies. These tools are instrumental in pinpointing inefficiencies,
analyzing data systematically, prioritizing issues, and monitoring process performance to attain
optimal quality standards. Namely the following:

Flowcharts provide a visual representation of processes, aiding in identifying bottlenecks and

potential failure points within workflows. Check Sheets offer a structured method for data
collection and analysis, facilitating informed decision-making based on factual information.
Pareto Diagrams prioritize issues by frequency of occurrence through bar graph representations,
guiding organizations to focus on critical areas for enhancement. Cause and Effect Diagrams,
also known as Fishbone Diagrams, assist in identifying root causes by categorizing influencing
factors. Histograms visually display data distribution to assess variability, while Scatter Diagrams
explore relationships between variables, providing insights into quality outcomes.

Moreover, organizations can leverage advanced quality improvement techniques for a

comprehensive quality management approach through implementation of the following
techniques such Quality by Design (QbD) which emphasizes integrating quality into products
and processes from the outset, focusing on critical quality attributes and risk management for
consistent outcomes. Design of Experiments (DOE) systematically varies process parameters to
optimize quality and reduce variability, enhancing efficiency. Process Analytical Technology (PAT)
employs real-time monitoring to enhance process control and product quality, ensuring
proactive quality management and compliance with standards. Lean Manufacturing targets
waste reduction and value maximization through techniques like value stream mapping and
Kaizen. Six Sigma, a data-driven methodology, aims at defect reduction and process
improvement through statistical analysis, enhancing quality standards and customer
satisfaction.

These advanced quality improvement techniques with Ishikawa’s foundational tools,

organizations can establish a convenient quality management framework that drives continuous
improvement, operational excellence, and customer-centricity and thus, the approach
empowers organizations to achieve sustainable success, adapt to market dynamics, and deliver
products and services that surpass customer expectations.

VI – CONCLUSION
This study focuses on Total Quality Management (TQM) which underscores the importance of
continuous improvement, customer satisfaction, and overall organizational performance. TQM
requires a comprehensive and committed implementation involving all employees, with
challenges including non-compliance and fragmented implementation. Hence, by embracing
TQM principles can drive efficiency, cost reduction, and organizational success, especially in
developing economies like Nigeria.
Furthermore, the contributions of quality gurus to TQM have been made an essential part in
shaping quality management practices worldwide, emphasizing leadership, statistical
techniques, customer satisfaction, and continuous improvement. Together with Quality design
and quality of conformance, It also plays crucial roles in ensuring products meet user needs
effectively, leading to enhanced customer satisfaction and competitive advantage.
Overall, TQM fosters a culture of collaboration and excellence, emphasizing continuous
improvement and customer-centric practices. By integrating TQM principles and advanced
quality improvement techniques, organizations can achieve sustainable success, operational
excellence, and exceed customer expectations in today’s competitive market landscape.