Total Quality Management

January 15, 2010

White-Collar Productivity

Filed under: Quality and Reengineering — Tags: , , , , — Ferhan Syed @ 11:47 am

Productivity of white-collar worker is no less important than that of direct labor or manufacturing employees. Indeed, in terms of numbers and expense, non-production employees outnumber production employees by a wide margin. Yet the problem of measurement  of output is more elusive. Measuring the units assembled per man-hour is not too difficult, but how many reports should an accountant prepare, not to mention the most difficult of all measure–managerial productivity. (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 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 20, 2008

Introduction to Total Qaulity Management

It is important to understand the definition of the term quality before discussing the total quality management, which is a much more broader term.

Definition of Quality

There is no single definition of the term quality. Quality means different to different people such as:

1. Customer-Based: Fitness for use, meeting customer expectations.
2. Manufacturing-Based: Conforming to design, specifications, or requirements. Having no defects.Quality [means] conformance to requirements. Quality is the degree to which a specific product conforms to a design or specification
3. Product-Based:
The product has something that other similar products do not that adds value in other words quality refers to the amounts of the unpriced attributes contained in each unit of the priced attribute
4. Value-Based:
The product is the best combination of price and features or quality means best for certain customer conditions. These conditions are (a) the actual use and (b) the selling price of the product.”
5. Transcendent: It is not clear what it is, but it is something good or it may also be defined as quality is neither mind nor matter, but a third entity independent of the two…even through Quality cannot be defined, you know what it is.”

Definition of Total Quality Management

TQM is the enhancement to the traditional way of doing business.
It is a proven technique to guarantee survival in the world-class competition.
TQM is for the most part common sense. Analyzing three words (TQM), we have:

 Total—Made up of the whole
 Quality—Degree of excellence a product or service provides
 Management—Act, art, or manner of handling, controlling, directing, etc.

Therefore, TQM is the art of managing the whole to achieve the excellence.

TQM is defined as both philosophy and a set of guiding principles that represents the foundation of a continuously improving organization.

It is the application of quantitative methods and human resources to improve all the processes within an organization and exceed customer needs now and in future.

TQM integrates fundamental management techniques, existing improvement efforts, and technical tools under disciplined approach.

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