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QualiPedia: Total Quality Management

A holistic approach in which the customer is the center of attention.

Raissa Carey
Mon, 08/17/2009 - 15:44
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Total Quality Management (TQM) is a management approach that requires quality in all phases of the company’s operations, by doing things right the first time. All waste and defects must also be eliminated.

As a long-term methodology, TQM has customer satisfaction as its final goal, and continuous improvement, quick response, and employee and management buy-in as its core aspects.

W. Edwards Deming, the father of modern quality, believed that to achieve the highest level of performance, the company must change behavior. He developed 14 points of management practices that are heart of TQM:

  1. Create constancy of purpose

  2. Adopt the new philosophy

  3. Cease inspection, require evidence

  4. Improve the quality of supplies

  5. Continuously improve production

  6. Train and educate all employees

  7. Supervisors must help people

  8. Drive out fear

  9. Eliminate boundaries

  10. Eliminate use of slogans

  11. Eliminate numerical standards

  12. Let people be proud of their work

  13. Encourage self-improvement

  14. Commit to ever-improving quality

 

Resources:

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