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What is total quality management


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The concept of Total Quality Management, or TQM, is single-minded in its purpose: To improve customer satisfaction. As simple and as obvious as that may sound, it has taken many decades for the process to evolve to what it is today. Even now there is not unanimous agreement as to how to achieve this one simple objective, although most businesses follow a similar model that has been fine-tuned over many years.

Published in: Business, Technology
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What is total quality management

  1. 1.
  2. 2.  Purpose: to improve customer satisfaction The process has evolved in many decades Most businesses follow a similar model
  3. 3.  Started on the 1920s Took off in the late 1940s Japanese tried to improve the quality of their products In I 1950 W Ed W. Edwards D i d Deming d developed l d Statistical Quality Control (SQC)
  4. 4.  Deming taught many Japanese companies Promote the concept of engaging employees At every level and stage of the process Giving employees ownership Empowering employees E i l to make improvements
  5. 5.  Joseph Juran teach quality concepts in Japan in 1954 Joseph Juran different from Deming: ◦ Quality had to be embedded in every aspect of a company s company’s business ◦ Quality should be “fitness for use,” not just “conformance to specifications” Monetary cost associated with quality
  6. 6.  Loss of manufacturing jobs and market share in the late 1970s Began to respond to Japanese
  7. 7.  Total Quality Management spread across US industries Led by companies like Motorola and General Electric American businesses began to come back in the 1990s
  8. 8.  Characterized differently by each company that practices it The primary philosophy ◦ Continuous improvement to exceed the customer expectations ◦ Identify and correct quality issues at the earliest stage ◦ Incorporate quality into the final product
  9. 9.  Develops employees involves them in all employees, areas, work together to improve quality Every process change must improve customer satisfaction Defects in a product are analyzed to find the root cause, correct it and prevent its recurrence
  10. 10.  Continuously improve manufacturing processes Employees are encouraged to actively participate
  11. 11.  Regularly train process and quality concepts to employees The business leaders drive the TQM process
  12. 12.  TQM ensures the long-term success Everyone in the organization: ◦ Is a critical part of the team ◦ Is valued by the company ◦ Encouraged to participate in the continuous-improvement process
  13. 13.  TQM identify and correct problems early Minimize cost of: ◦ Scrap ◦ Rework ◦ Double handling Double-handling ◦ Dissatisfied customers
  14. 14.