Quality Management Essentials. Key Concepts, Pros and Cons of Total Quality Management (TQM)

April 6, 2009 by kutenk
Filed under: Quality Management 

What is Quality?
David Garvin (1984) has categorised five different definitions of quality based on the theories of quality gurus:
1.    The transcendent approach-this is like areté, being synonymous with ‘innate excellence’, such as a quality player or quality diamond (24-carat). It’s an absolute judgement.




2.    The manufacturing-based approach-this is an approach associated with TQM guru Phillip B Crosby and is based on ‘freedom from errors’. For example, a plastic cup may not have innate excellence like a handmade item of porcelain, but if it is manufactured according to its design specification, then it has quality. It is said to ‘conform to requirements’.
3.    The user-based approach-this interprets quality as ‘fit for purpose’, not only in terms of its specifications but also in terms of the specifications being appropriate from an end-user or customer point of view. For example, a plastic cup may have manufacturing-based quality, but it may not be appropriate for a garden party at Buckingham Palace. It not only lacks innate excellence, it is also not fit for the particular purpose of showing how refined people imbibe tea.
4.    The product-based approach-this views quality as ‘a measurable set of characteristics’. For example, so-and-so batteries are designed to last 120
hours, or ‘this wood stain dries in 30 minutes’.
5.    The value-based approach-this looks at quality in terms of cost and price. For example, flying easyJet is not everyone’s idea of quality travel. On the other hand, it is good value as you can get from A to B at a much lower cost compared with a British Airways flight which also only gets you from A to B.

Quality from the organisational point of view involves a number of key dimensions:




    It is to do with excellence, however subjective.
    It is about setting specifications and standards-for example, in operations processes or product and service quality.
    Measurability is important-otherwise how do you know you have achieved quality? There is, therefore, the need for measurement tools.
    Value for money is relevant-prices and costs from both the customer and organisational point of view.
    It is about meeting customer needs or expectations.

Total quality management (TQM) is an effective system for integrating the quality development, quality maintenance and quality improvement efforts of the various groups in an organisation so as to enable production and service at the most economical levels which allow for full customer satisfaction.

The key themes or concepts of TQM are as follows:
    Meeting the needs/expectations of internal and external customers-this is the goal of TQM, and it means looking at your business and its products/services from the customer’s point of view. It means everyone is a customer, internally and externally. You are a consumer or customer of goods and services provided by other people/units in your organisation and you are a supplier of goods and services to other people and units in your organisation.
Organisations use service level agreements (SLAs) to cement these internal relationships.
    Covering everyone in the organisation-everyone is involved, including the supply chain where appropriate (continuous improvement). Task and work group programmes such as job enrichment, job enlargement and job rotation may be used to enhance employee involvement and participation.
    Continuous improvement-TQM is not a one-off fix. It is ongoing and always looking for improvements. TQM is insatiable.
    Teamwork-a key theme in involving employees. ‘People are our greatest asset’ is a familiar slogan in TQM organisations.
    Top management commitment-a vital ingredient, and one of the common failings of TQM. TQM is a whole-organisation programme. It is strategic with
long-term objectives. It frequently involves culture change. It must be led from the top otherwise the vision fades and it becomes diluted. Partial TQM is no good-it’s all or nothing.
    Development of quality systems, standards, measures and tools-a systematic approach based on standards, performance measures and measurement tools is the nittygritty of TQM.



The gurus of TQM
Gurus    Their contributions to TQM
A Feigenbaum Responsible for the idea of total quality control which is popular in Japan-see Total Quality Control(1986)
W E Deming Father of quality control. Emphasised quality as a top management and strategic activity. Famous for his ‘14 points for quality improvement’–see Out of Crisis(1986)
J M Juran Emphasised a more user-based approach to quality management based on ‘fitness for purpose’. Concerned with management responsibility for quality and the involvement of individual workers in quality improvements. See the Juran Institute website–http://www.juran.com

K Ishikawa Originated quality circles and cause and effect diagrams. Saw quality circles as a way of involving employees to make TQM work
G Taguchi Emphasised the importance of engineering in quality through design combined with statistical methods of process control. Originated the idea of quality loss on a product/service from the time it was created (quality loss function or QLF)
P B Crosby The idea of cost of quality and zero defects was his main concern-he developed a zero defects programme in his book Quality is Free(1979)

Pros and Cons of TQM
Arguments for TQM
It can reduce product defect rates or customer complaints
Getting employees on board improves productivity
People take pride in, and responsibility for, their products
Quality cascades through the whole organisation at every level
Quality throughout the supply chain improves product supply and distribution
Continuous improvement keeps people challenged
Everybody has a customer focus
People use their brains to solve problems
Reduces costs and improves bottom line



Arguments against TQM
Management is unable to make the necessary commitment
Over-complex tools, systems and standards
It is stressful for employees who can be over-empowered
The time and resources needed to implement it are too great
It is impossible to improve continually
People are expected to do more but are not paid any more
TQM is not suitable for all organisations (and the culture change required is too great)
It takes too long to implement
It increases costs and harms bottom line

  • Share/Bookmark

Related posts:

  1. Internal and External aspects of the IT Leadership Role.
  2. Risk Management in Finance: Six Sigma and Other Next Generation Techniques | by Anthony Tarantino and Deborah Cernauskas | 2009 | ISBN: 9780470413463. Total Quality Management Using Lean Six Sigma. Operational Risk Management Framework. OFF-BALANCE-SHEET RISKS. FINANCIAL LIABILITIES AND EQUITY RISKS.
  3. Lean Six Sigma Secrets for the CIO | by William Bentley and Peter T. Davis | 2010 | ISBN: 9781439803790. Lean Six Sigma Business Case. ISO 9000. Total Quality Management. IT Governance Guidance. Lean Six Sigma Projects. IT Improvement Projects. Improving Personal Productivity
  4. Guide To Management Ideas And Gurus | by Tim Hindle | ISBN: 9781846681080. Business Management Books. Key Management Concepts and Principles.
  5. Internal Marketing: Tools and Concepts for Customer-Focused Management | by Pervaiz K. Ahmed and Mohammed Rafiq | ISBN: 9780750648387. Internal Marketing Tools. Multilevel internal marketing model. Structuring the Internal Marketing Process
  6. Toyota Culture: The Heart and Soul of the Toyota Way | by Jeffrey K. Liker, Michael Hoseus,The Center for Quality People and Organizations | ISBN: 9780071492171. HR Management Books. The Challenges of Changing Organizational Culture. The Human Systems Model. Workforce Management
  7. Total Organizational Excellence: Achieving World-Class Performance | by John S. Oakland | ISBN: 9780750652711. Performance Improvement Framework. Process Management and Improvement.
  8. Attributes and Benefits of E-Learning.
  9. 20 Key Dimensions of Organizational Climate
  10. Relationship Marketing: Creating Stakeholder Value | by Martin Christopher, Adrian Payne and David Ballantyne | ISBN: 9780750648394. The Relationship Management Chain. Customer Segment Lifetime Value Analysis. How to Bring Marketing, Customer Service and Quality Together.
  11. The role of the account manager in Strategic Account Planning
  12. Practical Insight into CMMI, Second Edition | by Tim Kasse | ISBN: 9781596932753. Quality Management Books. Professional Education and Training. Download Adobe E-Book.
  13. Linking Employees to Important Communities to increase Job Performance and Employee Retention.
  14. Power Quality in Power Systems and Electrical Machines | by Ewald Fuchs and Mohammad Masoum | ISBN: 9780123695369. Power Engineering Books. POWER QUALITY IMPROVEMENT TECHNIQUES. Transformers and Induction Machines. Unified Power Quality Conditioner (UPQC).
  15. Understand CHIEF OPERATIONS OFFICER’s Key ROLES AND RESPONSIBILITIES
  16. Key Elements that form the core of leadership.
  17. Essential Telephone Skills For Establishing Positive Communication and Healthy Relationship.
  18. The 77 Deadly Sins of Project Management | by Management Concepts | 2009 | ISBN: 9781567262469. Project Management Resources. Project MisManagement Lessons.
  19. MANAGEMENT CAPABILITY MATURITY MODEL BEST-PRACTICES
  20. Managing Web Service Quality: Measuring Outcomes and Effectiveness | by Khaled M. Khan (ed) | 2009 | ISBN: 9781605660424. Web Services Technology. WEB SERVICES MANAGEMENT FRAMEWORK. Web Services Infrastructure. Multimedia Delivery in a Services Oriented Architecture. Testability of Web Services
  21. The Thirty-Day MBA: Learn the Essential Top Business School Concepts, Skills and Language Whilst Keeping Your Job and Your Cash | by Colin Barrow | 2009 | ISBN: 9780749454128. MBA Study Guide. MANAGEMENT DEVELOPMENT PROGRAMMES.
  22. Management Challenges – Attitude Challenges – Controlling Your Ego.
  23. Total Sustainability Management Model for Enterprise. What is Corporate Sustainability.
  24. Applied Software Measurement: Global Analysis of Productivity and Quality, Third Edition | by Capers Jones | ISBN: 9780071502443. Software Measurement Methodologies and Tools. Software Measurement System. Software Metrics. Software Productivity and Quality
  25. Lean Six Sigma Service Excellence: A Guide to Green Belt Certification and Bottom Line Improvement | by Gerald Taylor | 2009 | ISBN: 9781604270068. THE SIX SIGMA ANALYTICAL TOOL KIT. QUALITY IMPROVEMENT PROGRAM. STRONG PERFORMANCE EXCELLENCE SYSTEM. Lean Thinking for Service Excellence
  26. Services and Business Computing Solutions with XML: Applications for Quality Management and Best Processes | by Patrick Hung (ed) | 2009 | ISBN: 9781605663302. Enterprise Information Integration. Mobile and Web Services Technologies. Mediated Service-Based Data Integration Solutions.
  27. Managing Employee Performance and Reward: Concepts, Practices, Strategies | by John Shields | ISBN: 9780521820462. Competency-Based Human Resource Management. Motivation Management. Performance Review and Development. Job-Based, Skill-Based and Competency-Based Pay Systems. Executive Incentives.
  28. Prevent Quick Job Loses within your Organization
  29. The Guide to the Universal Service Management Body of Knowledge: A Comprehensive Guide To Best Practices For Managing The Provision of Services | by Ian M. Clayton | ISBN: 9780981469102. USMBOK Reference. IT Service Management. Service Management System
  30. Wastewater Engineering Books. Practical Wastewater Treatment | by David L. Russell | 2006 | ISBN: 9780471780441. WATER QUALITY REGULATIONS. DRINKING WATER QUALITY STANDARDS. Reverse Osmosis. wastewater treatment plant design. BIOLOGICAL TREATMENT SYSTEMS
  31. Data Quality and Record Linkage Techniques | by Thomas N. Herzog, Fritz J. Scheuren and William E. Winkler | ISBN: 9780387695020. Specialized Data Quality Tools and Techniques. Data Analysis Techniques. Specialized Tools for Database Improvement. Checklist for Evaluating Record Linkage Software
  32. How to Differentiate your Brand in Commodity Markets. Create Unique Selling Proposition that differentiate your Brand in Marketplace.
  33. Market-based Pricing Principles. Key Pricing Tactics for Profit Maximization. Penetration Pricing. Skimming Pricing.
  34. Forex Essentials in 15 Trades: The Global-View.com Guide to Successful Currency Trading | by John Bland, Jay M. Meisler and Michael D. Archer | 2009 | ISBN: 9780470292631. Key Money Management Rules. Key to Success as a Forex Trader. How To Select Right FOREX Broker. Technical News Trading
  35. Best Practice Financial Management: Six Key Concepts for Healthcare Leaders, Third Edition | by Kenneth Kaufman | ISBN: 9781567932591. Healthcare Books. Principles of Corporate Finance. Strategic Budgeting Tools. Financial Credit Analysis.
  36. Handbook of Public Water Systems, Second Edition | by HDR Engineering Inc | ISBN: 9780471292111. Water Engineering Books. Water System Planning. INTEGRATED WATER RESOURCES MANAGEMENT. Water Quality Control. Water Treatment Systems. Water Treatment Facilities. DRINKING WATER TREATMENT
  37. Water Treatment : Principles and Design, Second Edition | by MWH | 2005 | ISBN: 9780471110187. Water Quality Management Strategies. Water Treatment Processes. Water Treatment Technology and Systems. Water purifiers.
  38. Handbook of Research on Grid Technologies and Utility Computing: Concepts for Managing Large-Scale Applications | by Emmanuel Udoh and Frank Zhigang Wang (eds) | 2009 | ISBN: 9781605661841. Grid Computing. Grid Architecture and Services. Grid Scheduling and Optimization
  39. Handbook of Research on Social Interaction Technologies and Collaboration Software: Concepts and Trends | by Tatyana Dumova and Richard Fiordo | 2009 | ISBN: 9781605663685. Interactive and Networked Computing. Mobile Social Networks. Social Media Marketing. Interactive and Collaborative Learning. Social Software for Customer Knowledge Management. Educational Podcasting. The Collaborative Knowledge Organization System
  40. Reliability, Maintenance and Safety Engineering | by A.K. Gupta | 2009 | ISBN: 9788131805213. Reliability Prediction and Analysis. System Reliability Models. Reliability Life Testing. Maintenance Resources Planning and Control. Inventory Control Approaches. Total Productive Maintenance

Tags: , ,

Comments

Tell me what you're thinking...
and oh, if you want a pic to show with your comment, go get a gravatar!

You must be logged in to post a comment.