Total quality management putting the customer

This paper is meant to describe the eight elements comprising TQM. Key Elements TQM has been coined to describe a philosophy that makes quality the driving force behind leadership, design, planning, and improvement initiatives. For this, TQM requires the help of those eight key elements. These elements can be divided into four groups according to their function.

Total quality management putting the customer

Service relationship with internal customers Never compromise quality Customer driven standards The Concept of Continuous Improvement by TQM TQM is mainly concerned with continuous improvement in all work, from high level strategic planning and decision-making, to detailed execution of work elements on the shop floor.

It stems from the belief that mistakes can be avoided and defects can be prevented. It leads to continuously improving results, in all aspects of work, as a result of continuously improving capabilities, people, processes, technology and machine capabilities.

Continuous improvement must deal not only with improving results, but more importantly with improving capabilities to produce better results in the future. The five major areas of focus for capability improvement are demand generation, supply generation, technology, operations and people capability.

A central principle of TQM is that mistakes may be made by people, but most of them are caused, or at least permitted, by faulty systems and processes. This means that the root cause of such mistakes can be identified and eliminated, and repetition can be prevented by changing the process.

Preventing mistakes defects from occurring mistake-proofing or poka-yoke. Where mistakes recur, stopping production until the process can be corrected, to prevent the production of more defects.

If the current reality does not include important preconditions, TQM implementation should be delayed until the organization is in a state in which TQM is likely to succeed. If an organization has a track record of effective responsiveness to the environment, and if it has been able to successfully change the way it operates when needed, TQM will be easier to implement.

If an organization has been historically reactive and has no skill at improving its operating systems, there will be both employee skepticism and a lack of skilled change agents. If this condition prevails, a comprehensive program of management and leadership development may be instituted.

Total quality management putting the customer

A management audit is a good assessment tool to identify current levels of organizational functioning and areas in need of change. An organization should be basically healthy before beginning TQM.

If it has significant problems such as a very unstable funding base, weak administrative systems, lack of managerial skill, or poor employee morale, TQM would not be appropriate. People need to feel a need for a change.

Kanter addresses this phenomenon be describing building blocks which are present in effective organizational change. Departures from tradition are activities, usually at lower levels of the organization, which occur when entrepreneurs move outside the normal ways of operating to solve a problem.

A crisis, if it is not too disabling, can also help create a sense of urgency which can mobilize people to act. In the case of TQM, this may be a funding cut or threat, or demands from consumers or other stakeholders for improved quality of service.

After a crisis, a leader may intervene strategically by articulating a new vision of the future to help the organization deal with it. A plan to implement TQM may be such a strategic decision. Such a leader may then become a prime mover, who takes charge in championing the new idea and showing others how it will help them get where they want to go.

Finally, action vehicles are needed and mechanisms or structures to enable the change to occur and become institutionalized. Task identification would include a study of present conditions assessing current reality, as described above ; assessing readiness, such as through a force field analysis; creating a model of the desired state, in this case, implementation of TQM; announcing the change goals to the organization; and assigning responsibilities and resources.

This final step would include securing outside consultation and training and assigning someone within the organization to oversee the effort. This should be a responsibility of top management. In fact, the next step, designing transition management structures, is also a responsibility of top management.

In fact, Cohen and Brand and Hyde assert that management must be heavily involved as leaders rather than relying on a separate staff person or function to shepherd the effort.This paper takes a modern day fad, Total Quality Management (TQM), and puts structure behind all the philosophy to make it usable and implementable.

Total Quality management (TQM) is a continuous effort by the management and the employees of an organization to ensure long term customer loyalty and customer satisfaction.

Lets discuss the concept of . Total Quality Management (TQM) is a management approach that originated in the s and has steadily become more popular since the early s. Total quality is a description of the culture, attitude and organization of a company that strives to provide customers with products and services that.

Total quality management (TQM) is an integrated organizational effort designed to improve quality at every level. In this chapter you will learn about the philosophy of TQM, its impact on organiza-.

Total Quality Management is a management approach that originated in the s and has steadily become more popular since the early s. Total Quality is a description of the culture, attitude and organization of a company that strives to provide customers .

Total Quality Management is a management approach that originated in the s and has steadily become more popular since the early s. Total Quality is a description of the culture, attitude and organization of a company that strives to provide customers .

Total Quality Management (TQM)