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Basic Principles of TQM

The document discusses the basic principles of Total Quality Management (TQM) and their application in public offices. It outlines the key principles of TQM including customer focus, continuous improvement, teamwork, fact-based management, and prevention of issues. It notes that service quality in Bangladeshi public offices is generally unsatisfactory. The document also explains concepts like Kaizen (continuous improvement), PDCA (plan-do-check-act) cycle, and provides an example case study of successful TQM implementation in a land office.

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Farzad Touhid
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47 views

Basic Principles of TQM

The document discusses the basic principles of Total Quality Management (TQM) and their application in public offices. It outlines the key principles of TQM including customer focus, continuous improvement, teamwork, fact-based management, and prevention of issues. It notes that service quality in Bangladeshi public offices is generally unsatisfactory. The document also explains concepts like Kaizen (continuous improvement), PDCA (plan-do-check-act) cycle, and provides an example case study of successful TQM implementation in a land office.

Uploaded by

Farzad Touhid
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Basic Principles of TQM

and their Application in Public Offices

Syeda Masuma Khanam


Assistant Director
BPATC, Savar, Dhaka
Objectives of the Session
It is expected that after this session,
participants will be able to know
1. About Basic Principles of Total Quality
Management
2. Its application in Public Offices
What is TQM?
A structured methodology of management
for delighting internal and external
customers or clients by integrating
business environment, and employee
participation for continuous improvement.
Basic Principles
• Customer Focus
• Delighting Customer
• Organizations goal through individuals achievement
• Involve and evaluate employee’s efforts through Team work –
Quality Circle
• Continuous and standardize improvement
• KAIZEN
• Management Focus on Facts
• Leadership
• Control at sources
• Prevention of Reoccurrence
• Prioritization
• Bench marking
• Respect humanity
Present Situation of Public
Offices in Bangladesh
• Generally Service qualities are not
satisfactory
• Gap between citizens expectations and
Reality
KAIZEN
• The Key Activity of TQM is the Kaizen
Activity
• The word Kaizen comes from two
Japanese terms
• Kai=Change
• Zen=Development/betterment etc.
• Thus in TQM Kaizen means Change for
development
PDCA
P = Plan
D = Do
C = Check
A = Action
Why TQM ?
 TQM consists of a theme, a team, present situation of
the context, desired situation and solution of proposals
within own jurisdiction
 TQM emphasized on gradual improvement - not at a
time.
 Participatory
 It includes complete integration by team work- every task
on every aspect at every stages.
 There are set and well organized rules and regulations in
our public offices. TQM, as a managerial tool can bring
changes and improve physical and working environment
of our offices if practiced effectively.
How it can be applied?

By changing mind set through motivation


Case Study
Mr. Kamrul Hasan, AC Land, Sherpur,
Bogra has successfully applied TQM in
his office and has improved situation
regarding mutation and LD Taxes

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