Total Quality Management

September 1, 2009

Continuous Improvement: The Essence of Kaizen

Continuous improvement, based on Japanese concept called KAIZEN, is the philosophy of continually seeking ways to improve operations. It involves identifying benchmarks of excellent practice and instilling a sense of employee ownership of the process. (more…)


Phillip B.Crosby: Quality is Free

Phillip B. Crosby, a corporate vice-president and director of quality at ITT for 14 years, gained a lot of attention when he published his book Quality is Free in 1979. (more…)

August 30, 2009

Quality as a Competitive Weapon

Attaining quality is all areas of business is difficult task. To make things even more difficult, consumers change their perceptions of quality. For instance, changes in consumer life-styles and in economic conditions have drastically altered customer perceptions of automobile quality. When the oil crisis hit in the mid 1970s, consumer preferences shifted from power and styling to fuel economy. (more…)

August 29, 2009

Just-In-Time System in Services

The Just-in-time philosophy also can be applied to the production of services. We have already discussed some of the elements of the JIT system used u a McDonald’s restaurant. In general, service environments may benefit from JIT systems if their operations are repetitive, have reasonably high volumes, and deal with tangible items such as sandwiches, mail, checks, or bills. In other words, services must involve “manufacturing-like” operations. (more…)

Training Programs in TQM Environment

Filed under: HRM in TQM — Tags: , , , — Ferhan Syed @ 6:28 pm

In a global marketplace, firms face changing market conditions brought on by new competitors and changing customer preferences. Firms must rely on their employees to anticipate possible problems, develop new products and services, and increase the quality to remain competitive. (more…)

August 27, 2009

Definition of Quality

The concept and vocabulary of quality is elusive. Different people interpret quality differently. Few can define quality in measurable terms that can be operationalized. When asked what differentiate their product or service, the banker will answer “service,” health care worker will answer “quality health care,” the hotel restaurant employee will answer “customer satisfaction,” and the manufacturer will simply answer “quality product.” When pressed to provide a specific definition and measurement, few can do so. (more…)

August 25, 2009

A Brief History of Quality Control

gamespot_bts525_09Concerns for product quality and process control is nothing new. Historians have traced the concept as far back as 3000 B.C. in Babylonia.  Among the references to quality from the code of Hammurabi, ruler of Babylonia, is the following excerpt: “The mason who builds a house which falls down and kills the inmate shall be put to death.” (more…)

June 7, 2009

Dr. Joseph Juran

Dr.Joseph JuranJuran, like Deming, was invited to Japan in 1954 by the Union of Japanese Scientists and Engineers (JUSE). His lectures introduced the management dimensions of planning, organizing, and controlling and focused on the responsibility of management to achieve quality and the need for setting goals. (more…)

Management By Walking Around (MBWA)

Coined many years ago at Hewlett-Packard, management by walking around (MBWA) means that executives should get out of their offices and learn from others in the organization through face-to-face dialogue. MBWA minimises filtering because executives listen directly to employees. It also helps executives to acquire a deeper meaning and quicker understanding of internal organizational problems. (more…)

May 21, 2009

Customer-Supplier Relationship

An organization spends substantial portion of every dollar on the purchase of raw materials, components, and services. In fact, 60% of cost goods sold are consisted of purchased goods. Therefore, supplier quality can substantially affect the overall cost of a product or service. One of the keys to obtaining high-quality products and services is for the customer to work with suppliers in a partnering atmosphere to achieve the same quality level as attained within the organization. (more…)

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