TQM: Total Quality Management

Understanding and Implementing a TQM approach

What is TQM?

TQM is a management philosophy, based upon a set of principles, and supported by a set of proven methodologies and tools. The underlying principles may seem like common sense, but they are certainly not common practice. These include:

• Focusing the organization on satisfying customers needs
• Developing and tapping the full human potential of all employees
• Involving everyone in efforts to 'find better ways'
• Managing business processes, not just functions or departments
• Managing by fact, using reliable data and information
• Adding value to society, as well as achieving financial goals

These principles are applied, not as a succession of standalone programs, but as an integrated set of systematic, methodical  practices designed to create an effective management system.

The best and most widely accepted yardsticks for Total Quality are the criteria developed for national quality awards, such as the Baldrige Awards, the Canada Awards for Excellence, and the European Quality Award.

These criteria set out the major components of a customer-focused management system, and also describe the underlying management principles. Once these criteria are understood, it becomes clear how many widely-used methodologies, such as Process Management and Benchmarking, are valuable as components of a complete management system.

The 'management fad industry'

During the 1980's the term Total Quality Management was used only by professionals in the field of quality management, to describe the most advanced and comprehensive application of this discipline. However, in the early 90's Total Quality Management was discovered by the 'management fad industry', and was aggressively promoted in business magazines and the popular press as the 'latest thing'. Soon the average lay person (at least in North America) was lost in a sea of hype and over-simplification, and began to suspect that TQM was just another passing fad, lacking in substance or value.

Nothing could be further from the truth. Many of the most respected and highest-performing companies around the world today are expert practitioners of Total Quality Management. However, anyone in North America who wants to advocate a strategy of this type must explain what they mean in plain English, to avoid confusion and misunderstanding. The materials provided here can help you to accomplish this.

How to get started

There are a few initial steps that are necessary and appropriate for any organization trying to get started on a quality-based improvement strategy. These are:

1. introducing senior executives to quality management principles – and exposing key players to the achievements of other organizations using this approach, such as Baldrige winners
2. conducting an initial assessment of the current management system (using Baldrige or similar criteria)
3. building a consensus regarding what specific practices need to be improved
4. developing detailed action plans that are sponsored by senior management and supported by appropriate methodology, tools and expertise.

TQM Resources | Baldrige Resources