Week 1: The Foundations of Quality - Discussion
What Is Total Quality Management (TQM)? (graded)
What is Total Quality Management (TQM)? Is it something you can install, like a refrigerator? How do
you know TQM when you see it?
Responses
Response
RE: Total
Quality
Managment
Author
Herman Shelton
Date/Time
8/28/2011 8:22:28 AM
Modified:8/28/2011 11:41 AM
What is Total Quality Management (TQM)?
Total Quality Management is an organizational culture that is committed to quality production
through, people (internal and external stakeholders), teamwork (top down employee
engagement) and continuous process improvement to execute the mission, vision and/or strategy
flawlessly.
Is it something you can install, like a refrigerator?
No. TQM cannot be installed like a refrigerator or a component. TQM is a mindset a culture
that has to be embraced, reinforced and executed every time the processes or systems are
operated or implemented.
How do you know TQM when you see it?
Truthfully, I would have to say I don’t know or I would know once I was in Japan. I say this
because to know TQM is implemented one would have to audit or observe or perform a SWOT
analysis on an organization. Personally, I have never worked for an organization that truly
embraces and implements TQM. Unfortunately, I have only worked for companies that
implement Demming’s red bead test (Evans & Lindsay, 2011, p. 485). This is an example of
what not to do.
RE: Total
Quality
Bradley Burgess
Managment
8/29/2011 2:59:40 PM
Herman I like your definitions, but let me try to translate it. TQM is like winning
mentality in sports. Even if you aren't winning the actual games, having the attitude of
trying to win each and every game takes teams a long way. I'm currently reading Mike
Leech's (the former Texas Tech coach) "Swing your sword". One of the key things he
mentions early on in the book is the mindset that he always tried to instill. TQM is like
that in that it's not just a series of steps, but a way of approaching everything in your
business. While it cannot be installed it can be instilled in a business. Like a winning
mentality in sports, there are two main ways of knowing a TQM when you see it: by
actually being a part of it and having the knowledge to realize that this is not business
as usual, and by seeing a firm consistently overachieve and then looking into how they
do it.
Total
Quality
Roberta Pereira
Management
8/30/2011 7:01:42 PM
Total Quality Management is a set of management practices
throughout an organization, geared to ensure the organizations
consistently meets or exceeds customer requirements. TQM places
strong focus on process measurement and controls as means of
continuous improvement. Organizations use to improve their internal
processes and increase customer satisfaction. When it is properly
implemented, this style of management can lead to decreased costs
related to corrective or preventative maintenance, better overall
performance, and an increased number of happy and loyal
customers.
http://managementhelp.org/quality/total-quality-management.htm
RE: Total
Quality
Herman Shelton
Managment
8/31/2011 8:56:00 AM
Roberta,
Great definition of TQM.
Herman
What is
TQM? Angela Ashford
8/28/2011 9:51:20 AM
Quality is the meeting or exceeding expectations. You can't install it but you can measure the
quality of service you recieved during the time of installation and the customer service that you
received leading up to the installation. I know TQM when I see it based off of pass relationships
with the company or organization. I have received excellent customer service from that
company so therefore in my eyes they have great TQM.
RE:
What
Sarah Sikes
is
TQM?
8/30/2011 10:51:49 AM
Angela, I agree with you that quality is the meeting or exceeding expectations. To me
TQM is also dealling with the customers. At least the management has to deal with
customers. In my job my manager has to deal with customers complaints or
completes. At work if a customer is unhappy the employees even hear about it. Do
you agree or disagree with me?
What is Total
Quality
Management
(TQM)?
Jose Jimenez
8/29/2011 8:24:10 PM
Total Quality Management is all about management methods to improve quality in the
productivity of an organization, mainly businesses. It is a system that involves everyone in the
organization to provide quality for both suppliers and clients.
How do
you
define
quality?
Instructor Thomas
8/29/2011 8:55:49 PM
How do you define quality? Is it something that you know when you see it? Or do you have a
specific definition?
RE:
How do
you
John Donnellan
define
quality?
8/31/2011 10:47:41 AM
Modified:8/31/2011 10:56 AM
There are many relative definitions of quality, but our
lecture gives one that is universally applied in the
world of TQM: "Quality is meeting or exceeding customer
expectations" (Evans & Lindsay, 2008, p. 17).
RE:
How do
you
Herman Shelton
define
quality?
8/30/2011 5:26:00 PM
Modified:8/30/2011 5:26 PM
Quality is in the eye of the beholder. A company has achieved a quality good, service
or product if their efforts achieve their overall mission and goals and market share.
According to the text, Deming himself never defined quality. In the last book that he
wrote, he stated, “A product or a service possesses quality if it helps somebody and
enjoys a good sustainable market” (Evans & Lindsay, 2011, p. 92)
RE:
How do
you
Stanley Blake
define
quality?
8/29/2011 10:33:19 PM
Defining quality is subjective and the judgement of quality can be based on several
factors. In the health care setting, qualtiy care can be based on technical care
(diagnosing an illness), interpersonal relationships between practitioner and patient
and/or the variety of and access to services provided.
I believe I am able to identify if something fits my interpretation of what quality is
e.g. quality service or if an item is of good quality.
RE:
How do
you
Roberta Pereira
define
quality?
9/2/2011 8:51:52 PM
Modified:9/2/2011 11:41 PM
Quality is the continuing process of building and sustaining relationships by
evaluating, improving and customer satisfaction.
Examples of quality are the Starbucks and Publix. Both are a very good quality
company compare with them competitors.
RE:
How do
you
Adam Oney
define
quality?
8/31/2011 8:31:15 PM
Quality can be defined in a number of ways some definitive and others subjective.
Some organizations have worked to create international standards for measures of
quality such as ISO 9000 ratings for quality management. In my job quality
performance is measured a number of ways. We measure our financial results to
measure the quality of our sales teams. We perform standardized audits to measure
effectiveness of process execution. We also use customer surveys to define the quality
of everything from perceived store atmosphere to customer service.
http://www.iso.org/iso/iso_9000_essentials
RE:
How do
you
Kyle Tennant
define
quality?
8/31/2011 10:27:21 PM
I believe that quality is completely subjective and we all know what it looks like for
us. Quality for some has clear boundaries and check-marks that must be completed
before we can call something quality, yet others see it as more of a gut feeling. I think
the difference in definitions for quality come from personal experience of previous
encounters of things we consider to have been high quality. Quality in a nutshell to
most is something that is done well in either workmanship or efficiency.
RE:
How do
you
Bradley Burgess
define
quality?
9/1/2011 2:39:11 PM
Kyle, I like your point about our viewpoint being a key factor. I remember
hearing a bit from the Supreme Court when they were asked to define
pornography, one of the justices said something to the effect of "It's hard to
define, but I know it when I see it." Quality is the same way, we often have
a hard to trying to define in advance, but we are pretty good at recognizing
it when we see it. I think many of us trying to define it end up trying to
describe what we have seen in the past.
RE:
How do
you
Adam Eckert
define
quality?
9/1/2011 4:31:12 PM
Herman, Kyle and Bradley,
I agree with all of you Quality is in the Eye of the beholder and is
purely subjective based on the tastes and preferences of the
consumer. There is no better definition of quality; it is simply the
perception of the individual consumer.
RE:
How do
you
Thomas Humphrey
define
quality?
9/4/2011 8:10:56 PM
In my opinion everyone has their own definition of quality. They look at a product and
examine it and decide if it is quality made or not. I think many factors are the same but
it the little things that make everyone ones opinion different.
Thoughts
on TQM
Jonathan Burt
8/29/2011 9:26:29 PM
After reading the material I see how TQM is used in my place of work. I work in internet sales
and have procedures (scripts) that I must follow when interacting with customers. These
procedures are used company wide to create a system of quality that the customer should expect
when dealing with my company. TQM, cannot be installed when dealing with a service as
training and employee development are crucial to the overall success of the organization. Even in
production the human element still is present and involves training, development and oversight
to meet the quality expectations of customers and shareholders.
RE:
Thoughts Richard Joyce
on TQM
8/31/2011 1:52:13 PM
TQM is an ongoing process that needs continuous tweaking in order to stay on track.
I do have to disagree with when you said that " TQM, cannot be installed when
dealing with a service." I tend to disagree because I believe that there are some
services that do possess and offer TQM. There are times of fluctuation and
some misfortune, but a business needs to adapt and overcome in order to maintain or
try to achieve TQM.
RE:
Thoughts Jonathan Burt
on TQM
9/4/2011 9:53:55 PM
Thank you for your post Richard. Regarding why you disagree that TQM
cannot be installed in service industries, I must say I believe that there has
to be a level of education (training) and that the company and/or manager
must nurture the employee to result in being the face of the organization. In
thinking of what service that does not involve training is difficult for me to
comprehend, by the simple fact that to provide a service that is reliable and
retains a level of quality, the employee must be trained. Even if one were to
freelance, the individual must have a level of education or experience that
qualifies them to provide the service and they must take their customer into
account when dealing with them face-to-face.
RE:
TQM
Stanley Blake
8/29/2011 9:55:36 PM
Modified:8/29/2011 10:03 PM
TQM is a process improvement initiative used to identify needed improvements by focusing on
the process, internal and external customers and objective data analysis. In the medical
community, we use process improvement intiatives to reduce the occurrence of adverse
events/medical errors.
I think some companies try to install TQM or CQI as if it were a refrigerator but no... Installing
TQM like a refrigerator would not seem to have a successful outcome?
I can tell by some of the steps that are made to satisfy customers or improve customer
relationships. Also, Toyota's Quality Management process was in full bloom when issues their
vehichles were having brake issues.
TQM
Richard Joyce
8/30/2011 4:24:36 PM
Total Quality Management is a value or trait that is learned, as well as earned by a business.
TQM has to cover all fields or areas of any particular business. These areas should prove good
to everyone involved in the business from internal to external needs. There are five main types
of qualities, as outlined in the lecture. Theses are known as transcendent, product-based, user-
based, value-based, and manufacturing-based
RE:
Quality
is
Jose Jimenez
8/30/2011 6:11:33 PM
Modified:8/30/2011 6:21 PM
Yes, you know quality when you see it and feel it. If the product is reliable and durable creating
smiles on your customers, you know you have quality in your product. It meets and exceed your
customers expectation. It is the value of a product and the process service is delivered.
What Is Total
Quality
Management
(TQM)?
Adam Oney
8/30/2011 10:34:00 PM
What is Total Quality Management (TQM)?
Total Quality Management is a management system in which a company evaluates not only the
quality of goods or services that are produced but also manages the quality of management
within the organization.
Is it something you can install, like a refrigerator? No, it refers to the system of management in
which a company manages quality from a holistic view of organizational quality as opposed to
the tactical view in regards to a specific product or service.
How do you know TQM when you see it? There a number of ways to know TQM when you see
it. When an organization is managing the quality of leadership in addition to the products and
services it provides, this is TQM. An organization utilizing TQM may also involve concepts
such as Six Signa and Performance Excellence.
http://www.sixsigmaonline.org/index.html
How
do you
know
TQM Herman Shelton
when
you
see it?
Hey everyone,
8/31/2011 9:16:21 AM
I would like to modify my answer to the third part of the first discussion question. After reading
the text further and understanding more about TQM is the answer. In other words, to know
TQM when you see it you really have to understand the criteria of what TQM really is.
Currently, I am reading Chapter 3 and Deming's 14 points. When I stopped at Starbucks this
morning, they were really really busy. The manager turned to me, apologetically, and said, "I
will be with you in one minute." Since I am a regular and know everyone by their first name I
told her that you never have to say that to me, you know I'm friends with everyone here. She
told me not everyone is so patient, thanked me and gave me my triple Venti no whip moca free.
Point - This is not the first time that one of the employees have bought me coffee on the house.
Why, because they are both engaged and empowered to show customer appreciation. So, I
started thinking about Starbucks's service, the coffee beans that they use, my customer
satisfaction and their dominating market share. Based on what I am learning about TQM, I
believe Starbucks my be a TQM company.
What
is
TQM
Adam Eckert
8/31/2011 9:32:05 AM
TQM is a management philosophy or practice that continuously improves the quality of product
or service through continuous process improvements. These process and product
improvements involve everyone within the organization focused on exceeding customer
expectations. TQM is an ever changing process, it is not a practice that is put into place one day
and then left to run. TQM is ever changing and evolving to meet the demands of the customer
and exceed their expectations.
Total Quality
Management
Brandon Krauklis
8/31/2011 6:04:45 PM
Total Quality Management is a holistic approach to long-term success that views continuous
improvement in all aspects of an organization as a process and not as a short-term goal. It aims to
radically transform the organization through progressive changes in the attitudes, practices,
structures, and systems.
http://www.businessdictionary.com/definition/total-quality-management-TQM.html
TQM
Thomas Humphrey
8/31/2011 6:52:29 PM
Total Quality Management is a management that is focused on quality instead of quantity. TQM
is not something you can install, it is something that you have to work towards in your group.
TQM
Jatinderpal Kahlon
8/31/2011 8:59:30 PM
TQM is type of management where company seeks to reach the overall or complete quality
management in certain time such as 5 year goal etc. This is something continuous improvement
which satisfies certain area or aspects.
TQM
Robert Spurlock
8/31/2011 9:01:28 PM
What is Total Quality Management (TQM)? Is it something you can install, like a refrigerator?
How do you know TQM when you see it?
Total Quality Management(TQM) is an organizational culture that is committed to quality
production through, people (internal and external stakeholders), teamwork (top down employee
engagement) and continuous process improvement to execute the mission, vision and/or strategy
flawlessly.
No it is not something you can turn on and off but it is a process of dignity in a product or
service that makes that product excel in growth and development.
It will be standing in the front surpassing all the that didn’t take pride
Price
and
quality
Instructor Thomas
8/31/2011 9:45:39 PM
Does high quality mean high price and a low price mean low quality? What is your reasoning for
your selection?
RE:
Price
Logan Richard
and
quality
9/4/2011 8:11:31 PM
Of course the more quality your raw materials have will lead to higher quality of a
product. as far as price it depends on your supplier if company A has the same product
as Company B but is selling at a lower price than your cost of raw materials will be
less making the company more money.
RE:
Price
Thomas Humphrey
and
quality
9/4/2011 8:14:23 PM
From my experience it does. The better quality the higher the price. Now depending
what you are buying, sometimes it is worth the extra money to get good quality made
products.
RE:
Price
Kyle Tennant
and
quality
9/3/2011 8:14:31 PM
Typically high quality does mean high price, and this is due to the cost which quality
costs to produce. We all want to be paid top dollar for our skill sets no matter what
they are, this is no different than someone that produces a quality bag or shoes, they
want to be paid top dollar. The trick is to find cheap enough labor and build up brand
recognition so that there is a huge profits margin to play with.
RE:
Price
Sarah Sikes
and
quality
9/3/2011 8:58:57 AM
To me high quality does not always mean high proce. But if you look at Walmart there
are low prices mean lower quality. So there is a chance that you are paying for what
you get.
RE:
Price
Brandon Krauklis
and
quality
9/3/2011 5:54:36 PM
I think it depends on the product. So many people buy name brand products that are
quite expensive. In many , if not most, cases there are equally effective generic or off
brand products that are offered at a cheaper price. A lot of times the consumer is
paying for the name. I find that I do it all the time. I have to get Advil for my
headaches cause I know it works. My wife says the Walgreens brand is the same
thing and more affordable.
RE:
Price
Roberta Pereira
and
quality
9/4/2011 4:31:58 PM
Brandon, I am with you ... it depends on the products.
I had posted my opinion about my agreement about you pay for the quality;
I believe you pay for the quality, because of the quality cost.
BUT not on all products, all brands not even in all situations, because this is
a marketing, business strategy. that is clearly explain when you buy a
product for a half of price, still the same product but the profit of the seller
are deductible in marketing and also in the quantity they will sell it.
RE:
Price
Jatinderpal Kahlon
and
quality
9/3/2011 10:55:29 PM
so true, its the name that people buy not the actual product. the service
makes the difference but major corporations do not care about the service as
long they sell product. I have bought HP, Dell, and apple, only apple cared
about the service for what i paid. other didn't even bother to help going little
extra mile.
RE:
Price
Roberta Pereira
and
quality
9/4/2011 4:18:20 PM
I use to say : the cheap comes expensive, or who buy cheap needs to buy twice or You
got what you pay  smiles
We have to pay higher price for quality products as we believe the cost of
maintaining quality product is higher. However, from the business perspective,
the poor quality product cost more and it affects the reputation of company as
whole. The cost of quality is maintained the product, focusing on preventing rework, error-proofing means getting it right the first time, meeting customer
requirements, constantly monitoring productivity and meeting company's goals,
etc.
By doing so company keeps the cost of manufacturing and/or service low by
investing in quality management up front and keeps them very competitive in
market. So, I think paying lower price is always true that we will get poor quality
products.
http://asq.org/learn-about-quality/cost-of-quality/overview/overview.html
RE:
Price
Herman Shelton
and
quality
9/1/2011 6:30:19 AM
Does high quality mean high price and a low price mean low quality?
Yes to buy higher quality products, goods and/or services it usually bears a higher
price, thus the saying, “You get what you pay for.” However, higher prices for
products, goods and/or services does not guarantee higher quality, thus the saying,
“Sometimes things are not what they seem. Milk sometimes masquerades as cream.”
Conversely, low price does not always mean low quality and vice versa. However,
consumers find that low price high quality items are usually found by producers or
suppliers entering the market. Once their market share is established, prices typically
increase over time.
What is your reasoning for your selection?
You get what you pay for is based on the premise that if you what a quality diamond
that is without flaws, then the diamond has to be cut from a quality stone by a quality
stone cutter. One can have “a stone” that looks almost exactly like the aforementioned
stone in the form of zirconium. However, we all know both the difference in quality
and price of the two. It is very difficult to get a brand new 2012 Cadillac Escalade for
a brand new 2012 Toyota Yaris price.
RE:
Price
Jonathan Burt
and
quality
9/3/2011 8:52:42 PM
Great point Sherman.
Quality is a major factor when determining price. High price goods
generally mean a high price tag. But let us take simple economics (supply
and demand) into account. There are times when a low to medium quality
item has seen a high price tag all because demand has risen due to the lack
of substitute items sharing the same proverbial shelf. For instance, one lives
in a very isolated town with only one grocery store for many miles, and
wants to purchase a bag of bananas. Normally, one would find a pound of
fresh Quita Bananas at the store for .68 cents a pound but find the
store stocked with locally produced bananas that do not taste as good
and tend to ripen and spoil too quickly for .75 cents a pound.
Yes, we are talking about a couple of cents difference but think about it on a
larger scale.
RE:
Price
Robert Spurlock
and
quality
9/3/2011 9:15:08 PM
I agree that supply and demand takes a great deal out of the
quality that you will get even as far an getting gas from a gas
station. The economy, war and short supply of it has made the
price skyrocket the last few years but it is the same produce that
you have been getting. Also it is about location you can purchase
products cheaper in different parts of the world even though it’s
the same product it’s a different price.
The fact that you pay more for a product is telling the provider to
take time to produce you product and maintain the highest
quality.
RE:
Price
Robert Spurlock
and
quality
9/2/2011 3:40:41 PM
Not in all cases but the saying goes you get what you pay for. One example is car care
the better equipment to find and fix the problems to the highest standard as well as
maintain the standard with the proper equipment.
RE:
Price
Angela Ashford
and
quality
9/1/2011 5:39:08 PM
I believe that low price does not consitutite the quality. I have received good services
and products for a low price and I have also given great service for a low price. I
believe the economy plays a role in the pricing because companies were offering
great deals bevause they were not generating the revenue that they needed to meet
their expenses. I have also overpaid for products and services that lacked quality or
that was in my perception, were overpriced.
RE:
Price
Jatinderpal Kahlon
and
quality
9/2/2011 10:03:56 PM
I agree. I have received great quality of equipment and services for cheap
price. As been in business for while, i realized that price difference is only
at the mark ups done by companies which are famous or have high
marketing going on. People tend to buy the thing that they hear more for
more price then to buy good quality product at decent price.
RE:
Price
Jose Jimenez
and
quality
9/1/2011 7:04:35 PM
Demings philosophy says that if quality is good it will lead to lower costs where there
is less time spent on making the product, less materials used with fewer mistakes and
rework having to be done. "with better quality and lower prices, a firm can achieve a
higher market share. A product that meets customer needs can rightly be described as
a quality product"
(Managing for Quality and Performance Excellence , 7th
Edition. South Western Educational Publishing, 2/2007. p. 117).
RE:
Price
Bradley Burgess
and
quality
9/2/2011 3:48:41 PM
Jose I agree with you that quality work can mean less money spent on
production. Getting back to what everyone was talking about, just because
something is priced higher doesn't necessarily mean it is of better quality.
One example of this is small pickup trucks. Personally I would never buy
any small truck that wasn't a Toyota. The things just last forever. My
grandfather has one that he bought over 25 years ago that still runs fine. Not
only are they durable they also tend to be cheaper than their American
counterparts. You can get a new Tacoma for about $16,500. A Ford Ranger
will run you more than $18,000 and a Dodge is closer to the $22,000 range.
So its a case of higher quality for a lower cost. The only reason American
companies can still make a profit is brand loyalty.
Total quality
management
Sarah Sikes
9/1/2011 10:11:00 AM
Total Quality Management (TQM) is an approach that organizations use to improve their internal
processes and increase customer satisfaction. When it is properly implemented, this style of
management can lead to decreased costs related to corrective or preventative maintenance, better
overall performance, and an increased number of happy and loyal customers.However, TQM is
not something that happens overnight. While there are a number of software solutions that will
help organizations quickly start to implement a quality management system, there are some
underlying philosophies that the company must integrate throughout every department of the
company and at every level of management. Whatever other resources you use, you should adopt
these seven important principles of Total Quality Management as a foundation for all your
activities.http://managementhelp.org/quality/total-quality-management.htm
Founders
of TQM
Instructor Thomas
9/1/2011 8:34:30 PM
Just who designed TQM? Think about this one a bit. I am not asking for the people or
organization who coined the name Total Quality Management.
RE:
Founders Sarah Sikes
of TQM
9/3/2011 8:57:34 AM
The main person who came up with TQM was Deming.
RE:
Founders Roberta Pereira
of TQM
9/4/2011 6:59:21 PM
No one person or organization really created TQM, although the Navy crafted the
name. It really is an assembly of parts, an evolution past methods, techniques,
and philosophies.
TQM is created by everyone that’s involved with any service or product. Basically
in order to capitalizes on the involvement of management the workforce
suppliers and customer. Most organization has their own type of quality
perception of design that gives them standard.
Modern
quality
Instructor Thomas
9/2/2011 5:29:28 PM
What factors have contributed to the increased awareness of quality in modern business?
RE:
Modern Logan Richard
quality
9/4/2011 8:08:02 PM
One big one I am studying now is Lean Six Sigma, I have just finished yellow belt and
I am working on starting Green Belt. This is the theory of breaking down processes
and projects to their simplest form with little man power causing cost savings.
RE:
Modern Adam Eckert
quality
9/3/2011 10:35:41 AM
Increased awareness to quality in modern business is the result of competition in the
market, along with product liability, and the continuous improvement strategies
to reduce production costs year after year.
RE:
Modern Roberta Pereira
quality
9/4/2011 4:54:35 PM
Adam, I agree with you. The quality in modern business is the competition
in the market, along with product liability and more this competitivity has
reflect in price also.
But a lot of things has been changed, nowadays per example the television
cost is much less than it cost 20 years ago, or a car, or a computer, etc but
those used to take much longer, even because of the durability of the
products or even the rotativity and the renovation of the market.
What is
the
concept
of total
quality?
Instructor Thomas
9/2/2011 6:10:22 PM
What is the concept of total quality? What does it mean for the way an organization is managed?
RE:
What is
the
concept Eric Mendez
of total
quality?
9/3/2011 6:16:17 PM
http://www.leanmanufacturingconcepts.com/DefinitionTotalQualityManagement.htm
I have always looked at it as an ongoing process of achieving better or the best
possible outcome from the resources available.
RE:
What is
the
concept Richard Joyce
of total
quality?
9/4/2011 5:28:52 PM
I do think that your right in the fact that you mentioned that it is an ongoing
process. In addition to your response, the concepts or functions of TQM
effect the way an organization is managed by making every employee strive
to do a good quality job. The management team needs to enforce high
expectations from their workers in order to maintain a constant.
RE:
What is
the
concept Eric Mendez
of total
quality?
9/4/2011 6:54:14 PM
Incentives, stimulus, encouragement can all be helpful tools in
striving for better results with the same human resource. If an
incentive program is placed this could be part of the "process" of
achieving a greater result.
RE:
What is
Brandon Krauklis
9/4/2011 10:01:14 PM
the
concept
of total
quality?
Total Quality Management (TQM) is a management approach to long-term success
through customer satisfaction. In a TQM effort, all members of an organization
participate in improving processes, products, services and the culture in which they
work. The core concept in implementing TQM is Deming’s 14 points, a set of
management practices to help companies increase their quality and productivity:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
Create constancy of purpose for improving products and services.
Adopt the new philosophy.
Cease dependence on inspection to achieve quality.
End the practice of awarding business on price alone; instead, minimize total
cost by working with a single supplier.
Improve constantly and forever every process for planning, production and
service.
Institute training on the job.
Adopt and institute leadership.
Drive out fear.
Break down barriers between staff areas.
Eliminate slogans, exhortations and targets for the workforce.
Eliminate numerical quotas for the workforce and numerical goals for
management.
Remove barriers that rob people of pride of workmanship, and eliminate the
annual rating or merit system.
Institute a vigorous program of education and self-improvement for everyone.
Put everybody in the company to work accomplishing the transformation.
http://asq.org/learn-about-quality/total-quality-management/overview/overview.html
RE:
What is
the
concept Adam Oney
of total
quality?
9/2/2011 7:36:46 PM
Total Quality is grounded in three fundamental principles. The first is a focus on
customers and stakeholders. The customer judges quality and the company makes
efforts to be aware of customer expectations and seeks to meet them. The company
must also be aware of its internal customers and the quality of deliverables within the
firm. The second focus is on participation and teamwork within the organization.
This principle focuses on the internal workings of the company and how employees
and management interact with one another. It aims to enable employees to make
decisions and focuses on quality teamwork. The third principle focuses on process
and continuous improvement. The company must strive to continually improve
processes to achieve optimal efficiency. This includes all processes both physical and
non-physical.
RE:
What is
the
concept Angela Ashford
of total
quality?
9/4/2011 1:31:28 PM
Modified:9/4/2011 1:46 PM
I agree with Adam that overall TQM focus on the needs of the customer
whether it be the delivery of the customer service or the need itself. From
the organizational standpoint I as well agree that it's a inside out approach
that will make sure that the focus internally reflects on the outside. I believe
that customer satisfaction and employee satisfaction are the keys to success
of TQM.
RE:
What is
the
concept Eric Mendez
of total
quality?
9/4/2011 6:59:37 PM
In just very resent history of business, we have witnessed a move
where companies are making a greater effort of making or keeping
their employees happy.
http://www.sciencedaily.com/releases/2009/02/090203142512.htm
Research has showed that happy employees can lead to higher job
performance, and higher job performance by employees can lead
to higher quality.
totally Quality
Management Logan Richard
9/4/2011 8:04:43 PM
In the Navy we have a department called Quality assurance or QA. This was the department that
over saw the whole operation of building our bombs, missiles and torpedoes. making sure ever
nut bolt and screw was in place and the proper torque was on each of them. In The business
world it can't be too different in fact they might be even more relaxed! just kidding! TQM in the
corporate world participate in improving processes, products, services and the culture in which
they work. Being a Project manager this is very important to the over all completion of the
project.
Just
what is
TQM?
Instructor Thomas
9/4/2011 8:37:27 PM
Is TQM the result of the action of a particular person who created it, or is it an assembly of parts,
an evolution of past methods, techniques, and philosophies? Could this be part of our difficulty
in nailing down just what TQM is?
RE:
Just
what is Kyle Tennant
TQM?
9/4/2011 10:53:14 PM
Total quality management is an assembly of parts, an evolution of past methods,
techniques, and philosophies. Much like everything that has to do with managing risks
or quality, the past is an intricate part of determining what previously went wrong and
the methods that can be used moving forward to avoid previous mistakes. In regards to
the second part of the question, I do believe that for this reason it is difficult to nail
down or identify what total quality management is.