An Introduction to Total Quality Management Essay Example

people, processes, and environments that meets or exceeds expectations.'

Total Quality Management (TQM), similar to "quality," has multiple definitions. For example,'Dale et al.'(2007) believe TQM encompasses the collective cooperation of all individuals within a company or combined business process with the goal of generating economic benefits through goods and services that meet and surpass customers' needs and desires.

Ho (1999) defined total quality management as involving all individuals associated with the company, including customers and suppliers, in continuous improvement. Griffith et al. (2000) agreed with this concept and summarized it as a philosophy of achieving ongoing improvement through people. Regardless of the specific definition, total quality management always encompasses three key principles: a focus on consumers, suppliers, and other stakeholders; active participation and cooperation from all members of the organization.

One aspect of continuous improvement is exemplified by the Body Shop. Since its establishment in 1976, Anita Roddick has consistently prioritized customer satisfaction. She has remained committed to meeting the needs of her customers and, even today, seeks their input in order to develop and provide the best products.

They always keep trying. (Bank, 2000) The differences between quality management and total quality management can be identified by comparing the achievement methods of the total quality approach and traditional business methods. According to Goetsch and Davis (2006), there are ten distinct features of total quality that support the organizational strategy:

1. Customer focus (internal and external),
2. Obsession with quality,
3. Unity of purpose,
4. Long-term commitment,
5. Teamwork,
6. Employee involvement and empowerment,
7. Continual process improvement,
8. Bottom-up education and training,
9. Freedom through control, and
10. Use of the scientific approach in decision making and problem solving.

Total quality is made up of several related concepts that form a comprehensive approach to doing business.

There were many

individuals who played a significant role in the advancement of the comprehensive principles known as total quality. Specifically, this section will focus on three influential contributors: W. Edwards Deming, Joseph M. Juran, and Kaoru Ishikawa.

The first contributor to quality management is W. Edwards Deming. Deming's method aims to "delight customers", which is represented by the "Joiner Triangle" concept (Watson & Howarth, 2011). Deming's contributions can be summarized into three main concepts:

• The Plan, Do, Check, Act (PDCA) Cycle - an approach for problem-solving.
• Deming Fourteen Points - key ideas for business survival.
• Seven Deadly Diseases - Joseph M. Juran's contribution to quality focusing on 'fitness for use or purpose'.

Juran further emphasized the importance of planning for quality in his publication "On Planning for Quality" (Watson & Howarth, 2011). Juran's "Quality Trilogy" consists of Quality Planning, Quality Control, and Quality Improvement. The idea that "Quality does not happen by accident, it must be planned" is a major concept of Juran (Watson & Howarth, 2011).
Another influential figure in quality management is Professor Kaoru Ishikawa, also known as the 'Father of Quality Circles' (Bank, 2000). Ishikawa introduced the concepts of 'companywide quality control' and 'cause and effect' diagrams, which greatly impacted Japan's quality movement in the 1960s. Quality circles, promoted by Ishikawa, foster an inclusive and participative approach to quality within organizations (Watson & Howarth, 2011). These circles create a better working and communication environment, allowing staff to unleash their potential and capabilities.

According to quality pioneer Feigenbaum (1998) in an article for Quality Digest, the future of quality management

will be influenced by various trends. These trends include customer demands on a global scale, shifting customer expectations, reversing economic pressures, and new management methods. The following paragraphs will focus on two specific trends.

In a world economy driven by commodity trade, the demand for high-quality goods and services will continue to rise. Consequently, customers worldwide will have higher expectations. Today, not only do global customers value product quality, but they also prioritize the overall services offered by organizations.

For example, Federal Express offers customers accurate billing, detailed track information, reliable delivery, and after-sales services to meet their needs and wants. In conclusion, various researchers and pioneers have shown that quality management has gradually developed and improved in different areas. Furthermore, companies should take advantage of future trends to strengthen their enterprises and be prepared for upcoming challenges and opportunities.

Reference

1. BANK, John (2000). The Essence of Total Quality Management. 2nd ed., Prentice Hall DALE, Barrie, WIELE, Ton and LWAARDEN, Jos (2007).
2. Managing quality. 5th ed. Blackwell EVANS, James and LINDSAY, William (2002).
3. The Management and Control of Quality 5th ed., Cincinnati, Ohio, South-Western FEIGENBAUM, Armand (1998).
4. “The Future of Quality Management,” Quality Digest 18. No.

4, 33-38 GOETSCH, David and DAVIS, Stanley (2006). Quality Management: Introduction to Total Quality Management for Production, Processing and Services. th ed. , Upper Saddle River, Pearson/ Prentice Hall GRIFFITH, A. , STEPHENSON, P. and WATSON, P.

, (2000).

Production Planning and Control NEFF, Thomas and CITRIN, James (2001).

Lessons from the Top. New York, Doubleday WATSON, Paul and HOWARTH, Tim (2011).

Construction Quality

Management: Principles and Practice. London and New York, Spon Press