Total Quality Management
Table of Contents 1. Executive Summary 3 2. Introduction 5 3. The meaning of quality 6 4. Understanding customer needs and expectations 7 5. The importance of quality 9 6. The evaluation of Quality management 14 6.1. Inspection 14 6.2. Quality control 15 6.3. Quality assurance 15 6.4. Total quality management 17 7. Important elements of TQM 19 8. How to introduce TQM 22 9. Levels of TQM 22 10. Sustaining TQM 23 11. Quality management systems 23 12. The six sigma 25 13. References 26
1. Executive Summary
In today’s business, customers’ requests of better services and quality of products which mean more difficult and aggressive competition. For this reason, companies are looking for some categories to differentiate themselves in the marketplace and quality is at the top of those categories even it became one of essential and major factor rather than a competition tool as it was in the past.
Quality has been defined as “degree to which a set of inherent characteristics fulfils requirements” (BS EN ISO 9000 (2000)). So, it is important that in organization, each department or division should agree in one definition of quality in order to focus in their objectives. Meanwhile, total quality management TQM has been interpreted as the common effort and cooperation of people who are in an organization and people who are in the related business to produce products that meet customers need or even exceed their need and expectations (Dale, Wiele and Iwaardan (2007)).
Nowadays, customer standard of quality has become higher and this standard is changing everyday based on life needs. Therefore, the main goal of TQM is to understand customers’ needs in order to achieve their satisfaction since they are the reason behind any company’s success or failure. So, customers should be contacted as much as possible and their complaints should be taken in consideration.
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