Total Quality Management The Al Walsh Version Walsh Enterprises   Business Advisors Huntington Beach, Ca Al Walsh  CEO / C...
<ul><li>TOTAL QUALITY MANAGEMENT (TQM)   What is it, and why should I care? </li></ul><ul><li>Ask ten people that question...
<ul><li>At its core, TQM recognizes that every person & group in every company has </li></ul><ul><li>“ customers”. </li></...
<ul><li>TQM is applied by getting people to recognize who all of their “customers” are, </li></ul><ul><li>and then encoura...
<ul><li>The  TQM  concept should be explained from top-down </li></ul><ul><li>To managers, then to Supervisors, then to Em...
<ul><li>As I said earlier, it’s a philosophical approach as opposed to a specific methodology, so let </li></ul><ul><li>yo...
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Total Quality Management

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A primer on Total Quality Management.

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Total Quality Management

  1. 1. Total Quality Management The Al Walsh Version Walsh Enterprises Business Advisors Huntington Beach, Ca Al Walsh CEO / Consultant
  2. 2. <ul><li>TOTAL QUALITY MANAGEMENT (TQM) What is it, and why should I care? </li></ul><ul><li>Ask ten people that question and you’ll get ten answers. Most responses will indicate that it’s </li></ul><ul><li>somehow related to quality – which is partially true. </li></ul><ul><li>Here’s the version I learned and have been applying for years: </li></ul><ul><li>TQM is a business philosophy. It’s more a state of mind than a specific tool or process. </li></ul><ul><li>It’s a concept that has become somewhat lost or misconstrued among all the other business improvement acronyms in this day & age - but it belongs at the heart & soul of every company’s culture. </li></ul><ul><li>It’ a platform for obtaining and sustaining quality performance at every level in a company (there’s that word “quality”) . </li></ul><ul><li>It’s a simple way to convey to even the humblest intellects the importance of each and every person and group to a company’s success. </li></ul><ul><li>It’s a philosophy that invites, encourages, and requires participation and “ownership” by every employee. </li></ul><ul><li>It’s a framework inside which every worthwhile business improvement methodology can be applied. </li></ul><ul><li>It can be applied at any level; individually and by group. </li></ul><ul><li>It’s a mind-set that encourages people to re-think their jobs in light of their impact upon the total business - at every level. </li></ul><ul><li>Each and every application of TQM is unique - reflecting the uniqueness of the person or group applying it and their unique relationship with their “customers”. </li></ul><ul><li>It’s intended to address everything a company does – and includes its outside “partners”. </li></ul>
  3. 3. <ul><li>At its core, TQM recognizes that every person & group in every company has </li></ul><ul><li>“ customers”. </li></ul><ul><li>Those “customers” are all the people and groups inside and outside the company who rely </li></ul><ul><li>upon them to perform their duties as effectively as possible. </li></ul><ul><li>Customers (the ones who buy the products) are “customers” </li></ul><ul><li>Employees & groups are “customers” - of other employees & groups </li></ul><ul><li>Employees & groups can be each others’ “customers” </li></ul><ul><li>Insiders and outsiders (i.e.: Vendors) can be each others’ “customers” </li></ul><ul><li>Anything that takes place: </li></ul><ul><li>C-Suite, Finance, Operations, Administration, Sales/Marketing </li></ul><ul><li>is subject to TQM - Everything! </li></ul>
  4. 4. <ul><li>TQM is applied by getting people to recognize who all of their “customers” are, </li></ul><ul><li>and then encouraging them to re-think how they can better-serve those “customers”. </li></ul><ul><li>It’s a mental discipline that is best-applied in a positive, constructive environment; with some </li></ul><ul><li>form of motivational reward initially to get the process moving. </li></ul><ul><li>Every employee and group has “customers”: </li></ul><ul><li>A factory worker who performs a process on a part or assembly has “customers” in the </li></ul><ul><li>entire process following them; right up to putting the finished product in the hands of the </li></ul><ul><li>person who ordered it. </li></ul><ul><li>A payroll clerk has every other person behind them in Accounting as “customers”, as </li></ul><ul><li>well as all the other employees who rely on them for their checks. </li></ul><ul><li>A salesperson has the people who order the goods as “customers” plus everyone else in </li></ul><ul><li>the company who relies on them to move product. </li></ul><ul><li>A supervisor or manager has “customers” who rely upon the effective performance of </li></ul><ul><li>their organization. </li></ul>
  5. 5. <ul><li>The TQM concept should be explained from top-down </li></ul><ul><li>To managers, then to Supervisors, then to Employees </li></ul><ul><li>and then applied in all directions: </li></ul><ul><li>Top-Down, Bottom-Up, and Horizontally </li></ul><ul><li>It’s a philosophy that should be permanently instilled, so regular follow-up is necessary. </li></ul><ul><li>The method of instruction should be keyed to each audience. </li></ul><ul><li>There should be a mechanism for feedback - so that when a motivated employee comes up </li></ul><ul><li>with a suggestion they have a vehicle for seeing it through. </li></ul><ul><li>TQM is nothing more than a philosophical approach for accomplishing what business people </li></ul><ul><li>have sought time immemorial: </li></ul><ul><li>Faster, Better, Cheaper, Smarter, More Efficient, etc. </li></ul><ul><li>Its beauty is that it encapsulates in a simple, motivational format a mind-set for business </li></ul><ul><li>excellence. </li></ul>
  6. 6. <ul><li>As I said earlier, it’s a philosophical approach as opposed to a specific methodology, so let </li></ul><ul><li>your imagination be your guide as to how you apply it. Just keep in mind that its primary intent </li></ul><ul><li>is to engage employees – so leave room for them to help shape the process. </li></ul><ul><li>Good luck, </li></ul><ul><li>Al Walsh CEO </li></ul><ul><li>Walsh Enterprises Business Advisors </li></ul><ul><li>(714) 465-2749 [email_address] </li></ul><ul><li>http://www.awalsh.us </li></ul>

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