Total Quality Management

Paper Summary:

This paper reviews and discusses the concept of total quality management or TQM. According to the paper, TQM offers contemporary managers a battery of techniques to increase organizational productivity and to minimize production defects. The paper further discusses how quality is a process, not a result, and leaders should accept no deviations from quality standards. Moreover, leaders should be setting higher and higher organizational benchmarks for employees to achieve, every day, even if the organization is at the forefront of its competitors.

From the Paper:

"A library that alienated customers by being old, poorly lit, and dusty, could improve its customer service by creating more open, airy, and well-lit places to read. A library with a large community of children nearby could create an improved children's section, complete with toys, frequent story time sessions for young readers, and an adjacent section for waiting parents. A library with a large elderly population to serve could expand its collection of large-print books. A library need not accept that it is inevitable that the next generation should be lost to more technologically flashy bells and whistles, nor should it, in the realization of its public service mission. If librarians are complacent, they will soon be out of work!"

Sample of Sources Used:

• Hansen, Dexter A. (2005). "Total Quality Management (TQM) Tutorial/Help Page." Retrieved 17 Feb 2007 athttp://home.att.net/~iso9k1/tqm/tqm.html
• Holoviak, Stephen. (Jul/Aug1995) "Why TQM fails to change behaviors or attitudes."The Journal for Quality and Participation. Retrieved 17 Feb 2007 at http://www.findarticles.com/p/articles/mi_qa3616/is_199507/ai_n8727227/pg_2
• Masters, Denise. (2003). "Total Quality Management in Libraries." Retrieved 17 Feb 2007 from ERICat http://www.michaellorenzen.com/eric/tqm.html
• Rothman, Howard (Feb 1994). "Quality's link to productivity - Total QualityManagement Techniques help companies improve productivity." The Nation's Business. Retrieved 17 Feb 2007 at http://www.findarticles.com/p/articles/mi_m1154/is_n2_v82/ai_14989849/pg_1
• Zabaracki, Mark J. (Sept 1998). "The rhetoric and reality of total quality management."Administrative Science Quarterly. Retrieved 17 Feb 2007 at http://www.findarticles.com/p/articles/mi_m4035/is_3_43/ai_53392848/pg_

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