http://qualitymanagementsystem.com/total-quality-management/what-is-total-quality-management/
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.
2. Purpose: to improve customer satisfaction
The process has evolved in many decades
Most businesses follow a similar model
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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)
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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
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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
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6. Loss of manufacturing jobs and market share
in the late 1970s
Began to respond to Japanese
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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
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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
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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
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10. Continuously improve manufacturing
processes
Employees are encouraged to actively
participate
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11. Regularly train process and quality concepts
to employees
The business leaders drive the TQM process
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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
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