Total Quality Management: Putting the Customer First

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Total quality is an approach of doing business's that attempts to maximize the competitiveness of doing business by continual improvement of its products , services people processes and environment.Tq is achieved by strategic planning, long term commitment,continual improvement,education and training, unity of purpose, fact based decision making process and customer focus. It includes activities that include everyone in the company manager and workers jointly working to improve quality in the company in a continual manner.All employees participate in working toward common goals. Total employee commitment can only be obtained after fear has been driven from the workplace, when empowerment has occurred, and management has provided the proper environment.And no matter what an organization does to foster quality improvement—the customer determines whether the efforts were worthwhile or not

The roots of total quality management can be traced back to 1920's when statistical theory was first applied to product quality control. It was further developed in Japan in the 40's led by American such as Deming, Juran and Feigenbaum . Total quality management was a phrase introduced by Feigenbaum in 1969 and by 1980's it started getting widespread acceptance in the United Stated .It is widely acknowledged that Deeming's work on quality In japan led to It becoming one of the major industrial power house after world war 2. Deming is well known for his belief that 94% of the problems are caused by management. A key item that wonder wash can learn from the Japanese was that it wasn't to focus just on the product quality but one also look at the quality of the surrounding environment i.e the processes, the employees and the customers.

TQM cannot be implemented in a company that do not follow a high ethical standards . This is because ethical behavior creates trust and trust in an integral component in total quality.various elements of total qual-ity that depend on trust:...
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