the idea of total quality management (TQM) is really a philosophy of quality management that
originated from Japan in the 1950s. TQM is really a system that integrates the quality management efforts of all groups in an organisation and, it will
be argued, has been a large factor in Japanese global business success. It has
numerous important features.
• Total
– implies that everyone in the value chain is involved in the process,
including employees, clients and suppliers.
•
Quality – products and services must meet the customers’ needs.
•
Management – management has to be fully committed and encourage everybody else
to become quality cognizant.
• The
basic principle that the price tag on preventing mistakes is less than the
price tag on correcting them once they occur and the price tag on lost,
potential future revenue. The aim should therefore be to get things right first
moment consistently.
• This
contrasts using the ‘traditional’ approach that under 100% quality is
acceptable as the costs of improvement from say 90% to 100% outweigh the pros.
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