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Dramatic Improvements as a Result of TQM

Do an Internet search, supported with references and in-text citations, for a real company example that saw dramatic improvements as a result of adopting a formal TQM program (pick any one).

Name of the company, what it does, and the kind of competition it faces
The specific event or issue that drove it toward embarking on a formal quality improvement program
A description of any implementation challenges
What results were achieved (be specific)?
Any disappointments or unresolved issues?
What you learned from doing the research?

Solution Preview

TQM is a similar process as Six Sigma, which focuses on measuring quality for an organization.

"Total Quality Management (TQM) is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback. TQM requirements may be defined separately for a particular organization or may be in adherence to established standards, such as the International Organization for Standardization's ISO 9000 series. TQM can be applied to any type of organization; it originated in the manufacturing sector and has since been adapted for use in almost every type of organization imaginable, including schools, highway maintenance, hotel management, and churches. As a current focus of e-business, TQM is based on quality management from the customer's point of view.

TQM processes are divided into four sequential categories: plan, do, check, and act (the PDCA cycle). In the planning phase, people define the problem to be addressed, collect relevant data, and ascertain the problem's root cause; in the doing phase, people develop and implement a solution, and decide upon a measurement to gauge its effectiveness; in the checking phase, people confirm the results through before-and-after data comparison; in the acting phase, people document their results, inform others about process changes, and make recommendations for the problem to be addressed in the next PDCA cycle" (Rouse, 2005).

Name of the company = Xerox

What it does? Printer, Copy and fax company

What kind of competition it faces? Kinko's would be its competition. Other companies that provide services which include ...

Solution Summary

The dramatic improvements as results of TQM are given.