Total Quality Management

Paper Summary:

This paper discusses total quality management, a customer-oriented philosophy in which all of the organizational members, including management and employees strive to systematically find the root causes of the problems and manage the improvement. The paper examines techniques and procedures that can be used to reduce or eliminate variation from a production process or service delivery system in order to improve efficiency, reliability and quality. The paper contends that since quality is considered to offer a strategic value to the organizations, it becomes important for management to carefully evaluate its strengths and weaknesses and implement the quality programs for the long-run profitability of the organizations.

Table of Contents
1. Introduction
2. Enablers of Total Quality Management
Management Skill
Information Sharing
Process Management and Improvement
Use of Statistical Methodologies
Employee Empowerment
3. Outcome of Total Quality Management
Employee Satisfaction
Changes in Management Skills
Economic Gains
Cross Functional Affinity
4. Latest Philosophy of Total Quality Management
5. How to Implement Total Quality Management
6. Conclusion
7. References

From the Paper:

"Several researchers define total quality management differently. For example, Milakovich and Gordon (2001, p. 168, 546) define total quality management as: "A management approach that encourages organizationwide commitment, teamwork, and better quality of results by providing incentives to increase the success of the whole enterprise. Elements of Total quality management include commitment to meeting customer-driven quality standards; employee participation or empowerment to make decisions at the point closest to the customer; actions based on data, facts, outcome measures, results, and statistical analysis; commitment to process and continuous quality improvements; and organizational changes and teamwork to encourage implementation all of the above elements (Gorden, 2001, p. 168, 546)." Richardson (1997, p. 51) define total quality management as consisting of customer satisfaction, continuous improvement, respect for people, and managing with information and analysis."

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