TOTAL QUALITY MANAGEMENT (A CASE STUDY OF IBM)
Assistant Professor, A.B.S.T., Shree Karni College, Jaipur.
A B S T R A C T
Every nation has its own independent historical and cultural background. The quality scenario, therefore, differs from one national setting to the other. The nations are orienting their quality management strategies and systems to meet the requirements of the operating environment though the primary focus remains the same, that is, Total Customer Satisfaction.Many of the present techniques of quality management were developed in Japan. However, U.S.A., European nations and developing nations have also contributed significantly to this development.
Introduction smoothly. Oakland  originated the idea of a 3ISO defines TQM as: “TQM is a management cornerstone model. The proposed 4-pillar model approach of an organization, centered on quality, based (Figure.1) brings the customer’s requirement into the on the participation of all its members and aiming at system. This makes the approach to TQM more long-term success through customer satisfaction, and complete. The additional pillar — benefits to all members of the organization and to satisfying customers — is vital society.” In Japanese, TQM comprises four process because it explicitly addresses steps, namely:1.Kaizen – Focuses on Continuous customers requirements. Without it Process Improvement, to make processes visible, TQM would have no objective. repeatable and measurable. 2.Atarimae Hinshitsu – Focuses on intangible effects on processes and ways to optimize and reduce their effects. 3.Kansei – Examining The Four Pillars of TQM the way the user applies the product leads to The role of top management in implementation of total improvement in the product itself. 4.Miryokuteki quality is crucial and its input on people far-reaching. Hinshitsu –