total quality management

Powerful Essays
CHAPTER 1
WHAT IS TOTAL QUALITY MANAGEMENT?
An organization planning the implementation of Total Quality Management (TQM) is about to embark on the challenge and opportunity of a lifetime. This adventure must surely change the organization. Total Quality Management can be the answer to both the customer's plea for improved products and services and the organization's quality and productivity problems.
This chapter sets the stage for the conceptual understanding that is required before starting on the long journey toward TQM implementation. The organization will need time and patience to complete its journey.
Planning is essential; TQM implementation must not be left to chance.
1.1 WHAT IS QUALITY?
The concept of quality establishes a foundation for an understanding of TQM. Five perspectives of quality are outlined in Appendix A: Transcendent (I know it when I see
It), Product-based (possesses desired features), User-based (fitness for use),
Manufacturing-based (conforms to requirements), and Value-based (at an acceptable cost). All must be considered as important to the customer.
Peter R. Scholtes1 introduces the contrast between effectiveness (doing the right things) and efficiency (doing things right). Quality organizations must be both effective and efficient. Patrick L. Townsend2 examines Quality in Fact and Quality in Perception
(see Table 1-1). Quality in Fact is usually the supplier's point of view, while Quality in
Perception is the customer's. Any difference between the former and the latter can cause problems between the two.
An organization considering TQM must make an effort to define and view quality from their customers' perspectives. If there are conflicts, TQM is a method for resolving these differences.
1.1.1

Definitions of Quality

The Federal Quality Institute3 (FQI) defines4 quality as meeting the customers requirements the first time and every time. The Department of Defense (DoD) defines5 quality as conformance

You May Also Find These Documents Helpful

  • Powerful Essays

    Total Quality Management

    • 6795 Words
    • 28 Pages

    A Global Perspective on Critical Success Factors of Quality Management Practices Abstract This paper provides a literature review of the studies on quality management in the world. By reviewing the literature on quality management, it is found that management commitment and international competition are critical for successful quality management implementation. However, there are differences on the level of quality management implementation among countries. It is suggested that the role of national…

    • 6795 Words
    • 28 Pages
    Powerful Essays
  • Powerful Essays

    Total Quality Management

    • 1286 Words
    • 6 Pages

    Total quality management or TQM is defined as a form of management that ensures that every element of the business is contributing to the overall total effort of a business of achieving the highest quality levels in the delivery of its products and services. This type of management's goal is to assure that everything that is produced has meet very high standards. In this paper I will discuss the history of Total Quality Management, the philosophy of Total Quality Management (Fourteen Points), and…

    • 1286 Words
    • 6 Pages
    Powerful Essays
  • Good Essays

    Total Quality Management

    • 649 Words
    • 3 Pages

    Total Quality Management TQM or better known as Total Quality Management is a tactic that seeks to enhance quality and performance of your products or services to meet or exceed your customers’ expectations, while ensuring that your employees are up to speed with their training. In other words it’s a “Management approach that works horizontally across an organization, involving all departments, employees, and extending backward and forward to include both suppliers and clients/customers.” TQM notion…

    • 649 Words
    • 3 Pages
    Good Essays
  • Good Essays

    Total Quality Management

    • 657 Words
    • 3 Pages

    Total Quality Management Total Quality Management is a strategic system involving teamwork, which is essential to the success of all businesses. This process has been developed and strengthened over several decades. This has caused businesses to work together to improve their knowledge of recent technology and approaches to training. Total Quality Management helps to competitively meet the demands of customers ' by bringing organizations together with management enabling professionals to…

    • 657 Words
    • 3 Pages
    Good Essays
  • Powerful Essays

    Total Quality Management

    • 4197 Words
    • 15 Pages

    early 1980s, a new concept entered managerial discourse: Total Quality Management (TQM). TQM was heralded by governments, major corporations and the business media as the most effective and elegant way out of the economic crisis and into the global market. TQM claimed not to be a set of techniques but a philosophy of management (Sashkin and Kiser, 1993). Some commentators have argued that TQM is little more than an attempt to enhance management 's control over labour (Delbridge et al., 1992; Sewell…

    • 4197 Words
    • 15 Pages
    Powerful Essays
  • Better Essays

    Total Quality Management

    • 1956 Words
    • 8 Pages

    Total Quality Management – Assignment 1 “It is not necessary to change, survival is not mandatory” Evaluate the key developments in Total quality management within the context of changing business requirements. WE Deming was a quality guru of the 20th century. Deming was of the belief that if companies constantly measured and improved their processes, they would achieve higher quality and also higher productivity. I believe from this quote Deming is implying that success is not always…

    • 1956 Words
    • 8 Pages
    Better Essays
  • Powerful Essays

    Total Quality Management

    • 3441 Words
    • 14 Pages

    Total Quality Management “EVALUATE THE PROPOSITION THAT THE USE OF TOOLS AND TECHNIQUES IS ESSENTIAL IN APPLYING TOTAL QUALITY MANAGEMENT.” Assignment One Amy Brown B00557532 Hand in: 06.11.2013 @ 2pm Word Count : 2,711 Contents Page Introduction ................................................................................................ 1 What is Quality? ......................................................................................... 1 Evolution…

    • 3441 Words
    • 14 Pages
    Powerful Essays
  • Good Essays

    Total Quality Management

    • 905 Words
    • 4 Pages

    Total Quality Management Total Quality Management / TQM are an integrative philosophy of management for continuously improving the quality of products and processes. TQM is based on the premise that the quality of products and processes is the responsibility of everyone involved with the creation or consumption of the products or services which are offered by an organization, requiring the involvement of management, workforce, suppliers, and customers, to meet or exceed customer expectations.Cua…

    • 905 Words
    • 4 Pages
    Good Essays
  • Satisfactory Essays

    Total Quality Management

    • 429 Words
    • 2 Pages

    Quality :- 1- Is fitness for use ( joseph Juran ) 2- Quality is a grade: - the grade is one of the following (performance,life,appearance,taste,odor,maintainability. 3- Degree of performance 4- Conformance to requirements of the customer ( Philip Crosby ) 5- Conformance to the standers Total quality management: - is a management philosophy contain all activities in the organization that makes the organization achieve the expectation of the customer and organization and the…

    • 429 Words
    • 2 Pages
    Satisfactory Essays
  • Better Essays

    Total Quality Management

    • 1834 Words
    • 8 Pages

    TOTAL QUALITY MANAGEMENT By- SANJAY KUMAR* TQM A SUSTAINED MANAGEMENT COMMITMENT TO QUALITY- An Organizations Personality and Culture will ultimately reflect it’s senior Management values, If an organization is serious about implementing TQM, the Commitments to do so has to start at the TOP, and the organization’s Senior Management has to be unwavering in its commitment to quality Focusing on the Customer Lee Lacocca once advertised…

    • 1834 Words
    • 8 Pages
    Better Essays