Business Paper

1. Running head: TQM 600 ASSIGNMENT #1
1
simiyudns@gmail.com
TQM 600 Assignment #1
Name
College

2. TQM 600 ASSIGNMENT #1 2
simiyudns@gmail.com
QM 600 Assignment #1
Introduction
There are numerous descriptions of Quality. In most cases, it is a subjective term and
implies various things in different organizations. Though, the necessity for satisfying
customer's needs or requirements is centered in innumerable definitions and explanations of
Quality. Joseph Juran was among the prominent contributors to the quality movement. He
was significant in changing the Japanese economy and contributed towards shaping the
Western tactics to Quality. On the other hand, there are several varieties of the ISO 9000
standards for particular industries.
Total Quality Management (TQM)
TQM is regarded as an industry philosophy, in preference to a precise system,
process, or tool. It is pragmatic to the entire organization, as well as to activities of the
organization (Neyestani, 2017). TQM holds everyone in the organization responsible for
Quality irrespective of the stage of production, for instance, from the initial planning stages to
the after-sales service. In case of a problem in any stage, the responsible person is required to
solve, before it affects subsequent production phases. Thus errors or problems are eliminated
before they affect the final client.
Reported merits of TQM comprise of significantly enhanced Quality of service or
final product. Besides, there are cost savings via waste reduction. Particularly, it is expensive
to replace damaged or faulty components or goods. On the other hand, TQM increases
productivity as the staff's time is utilized effectively. Also, there is increased market share
when TQM techniques are applied. TQM improves products and services, hence resulting in
competitive advantage (Neyestani, 2017).
Besides, there are drawbacks associated with TQM. Firstly, TQM consumes a lot of
time. Additionally, the TQM strategies are not a remedy to a failing organization. Moreover,

3. TQM 600 ASSIGNMENT #1 3
simiyudns@gmail.com
TQM is not a "quick fix," as it takes a lot of years to implement and involves constant
processes. Above all, TQM involves costs such as capital costs as well as staff retraining
costs. Lastly, TQM involves high-quality alteration management (NAP, 2020).
Generally, no individual tool or technique is utilized in TQM, but some of the popular
techniques include the "zero defects" policy. The policy is a pledge towards comprehensive
monitoring and averting errors based on the view that flaws are unacceptable. The second
technique involves quality circles. Furthermore, the statistical monitoring technique is
utilized in evaluating the production process as well as Quality incorporating statistical
information. Also, the consumer feedback tactic is applied in the market research process to
ascertain clients' requirements or needs. Finally, changes in production methods are done via
improved team formation or production processes (NAP, 2020).
Joseph Juran
According to Juran, Quality is defined in two ways. First, it implies those attributes
that fulfill the needs of the customer, thus, resulting in customer satisfaction. Thereby, the
definition is leaned towards income. Second, Quality infers to freedom emanating from
insufficiencies or flaws that result in redoing tasks, customer dissatisfaction, and refunds.
Juran indicates that higher quality outcome from the product attributes that satisfy customers'
needs facilitates the organization in improving customer satisfaction, meeting competition,
increasing market share, and securing premium prices (Neyestani, 2017). Equally, high
Quality derived from zero deficiencies allows companies to minimize waste and avert
customer dissatisfaction.
Some of the Juran's philosophies include the "Quality Planning Roadmap" and the
"Quality Trilogy." The "Quality Trilogy" stresses the aim of quality scheduling, quality
regulation, and quality enhancement. Quality schedule's aim is to avail workers with the
capacity to give rise to goods or services that match their clients' requirements. In the quality

4. TQM 600 ASSIGNMENT #1 4
simiyudns@gmail.com
scheduling phase, an organization determines prospective customers and their needs. Besides,
the product or service characteristics that fulfill customers' needs are developed. Therefore, if
quality scheduling is deficient, then prolonged wastes occur (Neyestani, 2017).
Quality regulation is utilized in preventing entities from worsening. Quality regulation
is the assessment fragment of the "Quality Trilogy," where operators relate the real
performance with schedules and determining the dissimilarities. Prolonged scrap is regarded
as an opportunity for quality enhancement. In simpler terms, prolonged waste is a third
element of the Trilogy. This is because quality enhancement involves error reduction.
Therefore, quality scheduling must be incorporated into every feature of the company's work,
like “strategic plans, product, service, and operations” (NAP, 2020). The "Quality Trilogy" is
illustrated below in Figure 1.
Figure 1. Quality Trilogy (NAP, 2020)
On the other hand, Juran's "Quality Planning Road Map" can be utilized by
organizations to check as well as understand customer needs and establishing measurements
based on customer requirements. Besides, "Quality Trilogy" and "Quality Roadmap" are not
adequate. According to Juran, a framework for Quality should include product design and

5. TQM 600 ASSIGNMENT #1 5
simiyudns@gmail.com
implementing a procedure that is able to meet customer’s needs. The "Quality Planning
Roadmap" is applied in “Product and Process Development,” as illustrated in Figure 2.
Figure 2. Juran's “Quality Planning Roadmap” (Abulmajd, 2009)
Six Sigma philosophy and technique was designed by Juran to minimize waste as well
as enhance performance. The technique is based on the statistical work of Juran and
established in the 1980s by Motorola. Six-Sigma is a statistical technique that comprises
instituting an "optimum specification" for individual processes in an organization. It then
utilizes statistical scrutiny to minimize defects to "almost zero." Moreover, organizational

6. TQM 600 ASSIGNMENT #1 6
simiyudns@gmail.com
culture focuses on creating value for the customer and eradicating redundant procedures
(NAP, 2020).
"Sigma" is a statistical expression that estimates how far an activity varies from
excellence. Therefore, the greater the number of sigmas, the closer is the process to
perfection. For instance, Six-Sigma is 3.4 defects in a million or obtaining the right outcome
of 99.99% of the time. Notwithstanding, it is possible to introduce means of minimizing
defects by measuring the level of flaws in a process and ascertaining the causes. Although it
is impossible to accomplish a "perfect Six-Sigma," noteworthy benefits can be realized from
a rise from one Sigma level to a different one (NAP, 2020).
Some of the reported benefits of Six-Sigma include enhanced Quality, competitive
advantage, productivity, and customer advantage. Besides, the technique reduces wastes and
costs. Also, it leads to motivated employees. However, on the other hand, there are reported
drawbacks of the technique. The technique may encounter skepticism, as the known benefits
are substantial. Moreover, employees may find the technique difficult to comprehend at the
start. To sum up, the technique introduces costs of training staff, cultural change, and
consumes a lot of time.
Kaoru Ishikawa
Kaoru Ishikawa supported the idea of quality enhancement initiatives for long-run
success and sustainability. He encouraged the application of "Quality Circles" in supporting
improvements, increasing job satisfaction, respecting human relations in workplaces, and
recognizing employee competencies and utilization of their ideas. The "Quality Circles" have
brought an effective way of understanding statistical methods and acting effectively on
recommendations from members of the "Quality Circles." Besides, Ishikawa introduced
quality instrument like the "cause-and-effect diagrams" or "fishbone" or "Ishikawa

7. TQM 600 ASSIGNMENT #1 7
simiyudns@gmail.com
diagrams." He supported the deployment of the "Seven QC tools" and maintained that 95% of
the quality issues could be resolved through tools (Neyestani, 2017).
On the other hand, the "Fishbone" diagram reported efficiency in minimizing and
averting inaccuracies and flaws in the company. When using the tools, an outcome or
incident under investigation is indicated at the end of a horizontal arrow. Also, prospective
causes are labeled as arrows pointing in the main cause arrow. A "fishbone" diagram is
illustrated in Figure 3.
Figure 3. The "cause and effect diagram" or "Fishbone" illustration (Neyestani, 2017).
The concept of "Quality Circles" (QC) was introduced in Ishikawa's book, "What is
Total Quality Control?" He justified QC was critical in completing root-cause examination
of any problem. The QC was accountable for diagnosing problems, and the implementation
of permanent prevents problems. Besides, Ishikawa asserted that all members of the company
are liable to quality issues. Hence, requested Japanese firms to utilize "QC, in solving quality
issues (Neyestani, 2017).
QC's are composed of a small number of employees, about 5-10 employees. The QC
discusses quality challenges at the work station, via the “investigation, identification of
challenges, and finding resolutions for quality challenges.” Moreover, Ishikawa emphasized

8. TQM 600 ASSIGNMENT #1 8
simiyudns@gmail.com
on the benefits of the management in producing and indicating suitable "strategic goals" for
enhancing Quality.
Quality Standards
External quality standards, for instance, the “ISO 9000 series,” are created by well-
known standard setters. These documents are not product standards. In fact, they are process-
based as opposed to the procedure. Certainly, the series set what organizations are supposed
to do when managing the processes that impact Quality. The reported benefits of the ISO
9000 series implementation include increased customer satisfaction. Besides, the series can
be utilized as marketing tools. Above all, the series can accompany TQM (ISO, Management
system standards, 2020). However, it should be noted that the series is the foundation for
quality management, hence cannot solely assure Quality.
ISO 45001: Occupational Health and Safety
ISO 45001 "Occupational health and safety" applies in organizations that are
conscious about enhancing employee's safety, minimizing workplace risks as well as
introducing a better, safer working condition.
An ISO committee of occupational health and safety experts developed an
International Standard to save lives at workplaces. According to the “International Labour
Organization” (ILO), “over 7,600 people perish due to work-related injuries” or diseases
every day, which is approximately three million lives annually (ISO, ISO 45001
Occupational health and safety, 2020).
The development of safe and hygienic work conditions in an organization is
indistinguishably associated with the requirement to embark on enhancement activities,
which are utilized in eliminating or reducing the harmful influence of hazards on employees.
The ISO 45001 standard avails guidelines for the development and application of general,
occupational health, and safety principles. Through systemic management integrating

9. TQM 600 ASSIGNMENT #1 9
simiyudns@gmail.com
continuous improvement in terms of leadership, and the accountability of the management for
an organization's actions, the relationship in ISO 45001 is as shown in Figure 4 (Górny,
2015).
Figure 4. Interdependencies in the ISO 45001 standard (Górny, 2015)
ISO 45001 permits an organization, via its occupational health and safety (OHS)
management system, to introduce other items of health and safety, like employee wellness or
wellbeing. An ISO 45001 established on the OHS management system enables an
organization to better its OHS performance by establishing and realizing an OHS objectives
and OHS policy. Secondly, instituting systematic processes that deliberate on its "context"
and which considers its risks as well as opportunities. Thirdly, defining the hazards and OHS
risks linked to its activities, looking for ways to eradicate them, or establishing regulations to
reduce their potential effects. Fourthly, increasing awareness of the OHS risks. Lastly, by
assessing OHS performance and looking for ways to enhance it via suitable actions (Górny,
2015).

10. TQM 600 ASSIGNMENT #1 10
simiyudns@gmail.com
When the above measures are well instituted, and an organization is hailed for safety,
the organization will benefit immensely. First, it will have an improved ability to respond to
regulatory compliance matters. Secondly, it will minimize the overall costs associated with
incidents. Thirdly, an organization can reduce downtime and the overheads as a result of
interruptions in their operations. Fourthly, an organization may enjoy reduced cost of
insurance premiums. Lastly, the absenteeism will be reduced (Certification Europe, 2020).
ISO 31000: Risk Management
A risk management system is an approach via which an organization manages
stakeholders, relations, roles, and business processes to realize its goals and values. On the
other hand, risk management is the practice of ascertaining, evaluating, and regulating threats
to a business's capital and earnings. These risks or threats include financial uncertainty,
strategic management blunders, legal liabilities, accidents, and natural catastrophes.
In addressing the operational continuity of an organization, an ISO 31000 was
developed to provide a level of assurance in terms of economic resilience, professional
standings, and environmental as well as safety outputs. Due to uncertainties, ISO 31000 is
appropriately made for any organization that seeks clear direction on risk management (ISO,
ISO 31000 Risk management, 2020).
.Risk management plan involves establishing the context of the risk. In this step,
circumstances of the process are understood, and a criterion for analysis is established. After
this, the risk is identified according to the organization's process. To sum up, “risk analysis,
risk assessment and evaluation, risk mitigation, and risk monitoring” processes follow,
respectively.
By executing a risk management schedule and making an allowance for the many
potential risks or events prior to their occurrence, an organization can save money and
safeguard their future. This is due to a robust risk management schedule that will assist an

11. TQM 600 ASSIGNMENT #1 11
simiyudns@gmail.com
organization in instituting procedures toward avoiding possible threats, minimizing their
effect should they arise, and handling the results. This capacity to comprehend and regulate
risk allows organizations to be more poised in their business resolutions. Likewise, strong
corporate governance codes that center explicitly on risk management can assist an
organization in attaining its goals (Peterson, 2019).
Despite risk management being beneficial for organizations, it requires more risk
analysis techniques, like simulation and big data. An extensive data collection is expensive
and unreliable at times.
Conclusion
As discussed in the paper, Joseph Juran and Kaoru Ishikawa made noteworthy
contributions to the development of the TQM. However, they had different tactics and
philosophies about TQM. However, they both showed a mutual emphasis, which is the
endless enhancement of the organization's quality performance established on an appropriate
system that efficiently leads the entire organization to honor customer's needs. On the other
hand, once adopted, ISO 45001 can enable the development of appropriate working
conditions. The standard assists the organization in implementing improvements while
involving the existing management systems. Lastly, managing risk efficiently is critical in
ensuring businesses prosper in an environment of full uncertainties.

12. TQM 600 ASSIGNMENT #1 12
simiyudns@gmail.com
References
The National Academies Press. (2020). Six widely used methods to improve quality.
Retrieved from https://www.nap.edu/read/21736/chapter/4#15
Abulmajd, K. (2009). Juran road map to quality. Retrieved from
https://abulmajd.us/2009/03/17/juran-road-map-to-quality/
Certification Europe. (2020). ISO 45001 occupational health and safety. Retrieved from
https://www.certificationeurope.com/certification/iso-45001-occupational-health-
safety/
Górny, A. (2015). Occupational health and safety management in the international condition
(consistent with objectives the ISO 45001 standard). Modern Management Review,
20(22), 73-88.
ISO. (2020). ISO 31000 Risk management. Retrieved from https://www.iso.org/iso-31000-
risk-management.html
ISO. (2020). ISO 45001 Occupational health and safety. Retrieved from
https://www.iso.org/iso-45001-occupational-health-and-safety.html
ISO. (2020). Management system standards. Retrieved from
https://www.iso.org/management-system-standards.html
Neyestani, B. (2017). Principles and contributions of total quality management (TQM) gurus
on business quality improvement. Manilla: De La Salle University.
Peterson, O. (2019, July 24). What is ISO 31000? Getting started with risk management.
Retrieved from https://www.process.st/iso-31000/