total quality management - tqm
Total quality management is a popular "quality management" concept. However, it is about much more than just assuring product or service quality. TQM is a business philosophy - a way of doing business. It describes ways to managing people and business processes to ensure complete customer satisfaction at every stage. TQM is often associated with the phrase - "doing the right things right, first time". This revision note summarises the main features of TQM.
Like most quality management concepts, TQM views "quality" entirely from the point of view of "the customer".
All businesses have many types of customer. A ...view middle of the document...
The ability to meet customers’ (external and internal) requirements is vital. To achieve quality throughout a business, every person in the quality chain must be trained to ask the following questions about every customer-supplier chain:
• Who are my customers?
• What are their real needs and expectations?
• How can I measure my ability to meet their needs and expectations?
• Do I have the capability to meet their needs and expectations? (If not, what must I do to improve this capability?)
• Do I continually meet their needs and expectations? (If not, what prevents this from happening when the capability exists?)
• How do I monitor changes in their needs and expectations?
• Who are my internal suppliers?
• What are my true needs and expectations?
• How do I communicate my needs and expectations to my suppliers?
• Do my suppliers have the capability to measure and meet these needs and expectations?
• How do I inform them of changes in my needs and expectations?
Main Principles of TQM
The main principles that underlie TQM are summarised below:
Prevention Prevention is better than cure. In the long run, it is cheaper to stop products defects than trying to find them
Zero defects The ultimate aim is no (zero) defects - or exceptionally low defect levels if a product or service is complicated
Getting things right first time Better not to produce at all than produce something defective
Quality involves everyone Quality is not just the concern of the production or operations department - it involves everyone, including marketing, finance and human resources