Total Quality Management (TQM)

Total Quality Management (TQM) is defined as:
A Management method relying on the cooperation of all members of an organization.
A management method that centers on Quality and on the long-term success of the
organization through the satisfaction of the Customers, ass well as the benefit of all its
members and society.
Structure of TQM according to these definitions:
TQM is seen as the most comprehensive approach to Quality thinkable for an enterprise.
The pillars of Total Quality Management are T Q M
T stands for Total
It is the Integration of the Staff, Suppliers, Customers and other Stakeholders. Away
from Party-specific Thinking to a more holistic approach.
Q stands for Quality
It is the Quality of the work and the process of the Enterprise leading to Quality of
M for Management
It stresses the leadership task “Quality” and the Quality of leadership. From a
scientific point of view TQM can count as school of Leadership. From the enterprises
point of view TQM can be seen as a Leadership Model.
- J M Tobin defined Total Quality Management in 1990 as:
“The totally integrated effort for gaining competitive advantage by continuously
improving every facet of organizational culture”.
- TQM: a management system that is an integral part of an organization’s strategy and is
aimed at continually improving product and service quality so as to achieve high levels
of customer satisfaction and build strong customer loyalty.
TQM, The concept is that everyone in the organization understands what their customers’
expectations are and they meet those expectations every time.
TQM focuses on two achievable results: lower the cost of operation and improve the quality
to attract and retain more customers.
• Do it right the first time to eliminate costly rework.
• Listen to and learn from customers and employees.
• Make continuous improvement an everyday matter.
• Build teamwork, trust and mutual respect.
Total Quality Management or TQM is a management strategy to embed awareness of quality
in all organizational processes. Quality assurance through statistical methods is a key
component. TQM aims to do things right the first time, rather than need to fix problems
after they emerge or fester.
Other Related Subjects:
Quality Assurance
Quality Control
Managing Innovation
Basic References:
Barkley, Bruce T. and James H. Saylor. (2001). Customer-driven project
management : building quality into project processes. 2nd ed. HD 69 P75B38
Bhote, Keki R. (2002). Ultimate Six Sigma : beyond quality excellence to total
business excellence. TS 156.8 B49
Cases in health services management. (2004). 4th ed. RA 971 C34 2004
DK managing for excellence. (2001). HD 31 D562
Evans, James R. and James W. Dean. (2000). Total quality : management,
organization, and strategy. 2nd ed. HD 62.15 D4 2000
Gitlow, Howard S. (2001). Quality management systems : a practical guide. HD
62.15 G538
Goetsch, David L. and Stanley B. Davis. (2000). Quality management : introduction to
total quality management for production, processing and services. HD 62.15 G638
Larson, Alan. (2003). Six sigma demystified: a company-wide approach to
continuous improvement. HD 62.15 L37
Lighter, Donald E. and Douglas C. (2004). Fair Quality management in health care
: principles and methods. 2nd ed. RA 399 A1L54 2004
Longenecker, Clinton and Jack L. Simonetti. (2001). Getting results : five absolutes
for high performance. HD 58.9 L665
Longest, Beaufort B. (2004). Managing health programs and projects. RA 427

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