The TQM Fundamels course provides a historical perspective on the evolution of Total Quality Management (TQM) since World War II. It clearly explains the motivation behind adopting TQM practices, including the importance of measuring and managing quality costs. The course emphasizes the critical role of top management in leading organizational change and highlights the adoption of Deming’s PDSA cycle for continuous process improvement. Key concepts such as customer delight, the Kano model, and employee empowerment are discussed in detail.
Recognizing that software development and service industries have unique characteristics compared to manufacturing, the course distinctly brings out these differences. It also offers a clear, step-by-step guide to implementing TQM effectively. The importance of customer feedback and customer satisfaction surveys is underscored as essential elements of any TQM-driven organization. A strong focus is placed on the process approach, with detailed explanations of ETX and Subburaj’s 6S model for process improvement.
