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Chapter 2

Total Quality Management (TQM)

TQM is the general name given to programmes which seek to ensure
that goods are produced and services supplied of the highest quality.
Two basic principles are:

 Get it right, first time

 Continuous improvement

Quality costs

Non-conformance
Conformance costs
costs

Prevention Appraisal Internal External
costs costs failure costs failure costs

Illustrations and further practice

Now read the illustrations ‘Conformance Costs’ and ‘Non-conformance costs’
from Chapter 2, and attempt example 1 ‘Costs of Quality I’ and example 2
‘Costs of Quality II’.

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