What is TQ? What are some components of a TQ program? How would you implement a TQ program in an organization?
Total Quality Management (TQM) is a management strategy aimed at embedding awareness of quality in all organizational processes. TQM has been widely used in manufacturing, education, government, and service industries, as well as NASA space and science programs. TQ is a people-focused management system that aims at continual increase in customer satisfaction at continually lower real costs.
TQM is composed of three components:
* Total: Organization wide
* Quality: With its usual Definitions, with all its complexities (External Definition)
* Management: The system of managing with steps like Plan, Organize, Control, Lead, Staff, etc.
As defined by the International Organization for Standardization (ISO):
"TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society."
TQM requires that the company maintain this quality standard in all aspects of its business. This requires ensuring that things are done right the first time and that defects and waste are eliminated from operations.
Making Tqm Work
Joseph Jablonski, author of Implementing TQM, identified three characteristics necessary for TQM to succeed within an organization: ...
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