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A Study On Total Quality Management Management Essay

TQM is a group of management practices in an organization, aims to be sure that the business constantly meets the requirements of customers. TQM lays powerful concentrate on process measurement and controls as methods of permanent improvement. In deed, the primary function of Total Quality Management is to build value control over the duties of most employees within an organization and also controls the grade of services, products and operations. Through Total Quality Management, you'll be able to catch the occurred problems early so that reducing costs. In deed, TQM permits and facilitates the organizations to provide and supply quality IT services to customers. TQM is set up to be the fundamental way of developing and increasing the competence and efficiency of the organizations. (1)

Total Quality Management has three major principles, customer focus, continuous improvement and teamwork. The philosophy of TQM aims to fulfill and meet the expectations of customers. To be able to make this happen aims, organizations should improving and motivate the capabilities of all their employees. In deed, the soul of TQM is nonstop development and improvement. Important issues like team working, supporting, leading, stimulating, understanding, consulting, planning, delegating could improve TQM systems. (1)

In fact, TQM has paid much attention because of its importance. Deming, Juran and Baldrige are a few of the researches who centered on TQM and created models. Each style of those researchers has distinctive characteristics. Every one of them defines Quality in his own way. The following can be an investigation of each style of these researchers.

W Edwards Deming:

W Edwards Deming (1900-1994) is an American statistician. He is considered the daddy of modern quality movement. The W Edwards Deming Institute gives prizes for persons and organizations that hold Total Quality Management and drive quality management advance. Deming's work is a philosophy of management that concentrates on quality and everlasting improvement. Deming's was considering systematic problem solving. The Deming's ideas on quality lie in his identification to the significance of variation. Deming stated" The central problem in general management and in leadership. . . is failure to comprehend the info in variation". Deming believes that systems, the gear, process and folks, have variation but it is necessary for managers to differentiate between special and general reasons of variation. Deming improved a theory of variation. This theory means that special reasons of variation are typically simply attributable to promptly familiar factors, for example changes of procedure, change of shift and so forth, but that general reasons will stay when special reasons have been abolished because of design, process or system. The general reasons are regularly distinguished by employees, but just managers are able to change them in order to keep from frequent problems. Deming said that management is in charge for further than 85% of the variation`s reasons. (2)

Deming believe that Quality should be at needs of the client present and future. Deming developed 14 points which have reconditioned widely. These 14 points are fundamental to the quality movement.

These 14 points are providing a framework to build up understanding in the place of work and direct long-standing business plans and objectives. These points are a philosophical code for management. According to Deming, the 14 points are:"

Create constancy of purpose toward improvement of product and service, with the aim of becoming competitive, staying in business and providing jobs.

Adopt the new philosophy. Western management must awaken to the task, must learn their tasks and take on leadership for change.

Cease dependence on mass inspection. Construction in to the product right away.

End the practice of awarding business on the basis of price tag alone. Instead, minimize total cost. Move towards a single supplier for just about any item, based on a long-term relationship of loyalty and trust.

Improve constantly and forever the system of production and service to improve quality and reduce waste.

Institute training and re-training.

Institute leadership. The purpose of supervision ought to be to lead and help people to do an improved job.

Drive out fear so that everyone may work effectively for the business.

Break down barriers between departments. People in research, design, sales and production must are a team, to foresee and solve problems of production.

Eliminate slogans, exhortations and targets for the workforce as they don't necessarily achieve their aims.

Eliminate numerical quotas to be able for taking account of quality and methods, rather than just numbers.

Remove barriers to pride of workmanship.

Institute a vigorous program of education and re-training for both management and the workforce.

Take action to accomplish the transformation. Management and workforce must work together. " (Encyclopedia of Management)

In fact, these fourteen principles donate to a great extent to general management application.

The Deming Cycle

The Deming cycle" PDSA cycle", is a long term quality improvement model that is containing a logical chain of four cyclic steps for long lasting improvement and learning. This model created in the 1920s with the well-known statistics specialist Mr. Walter A. Shewhart, who created the conception of Plan, Do to see. (Total Quality Management, chapter5)

According to Deming: These four steps are:"

1. Conduct consumer research and make use of it in planning the merchandise (PLAN).

2. Execute the program and produce the product (DO).

3. Check and study the merchandise to ensure it was produced in attendance with the plan (CHECK).

4. Market the product and increase the process (ACT). " (Total Quality Management, chapter5)

The benefits associated with the Deming cycle are:

This cycle is on a regular basis routine management for the individual and the team

It is an activity for problem solving

It is a project management

It is a everlasting development

It helps in a vendor development

It helps in a recruiting development

It assists with new product development, and

Process trials.

In addition, Deming determined the seven deadly diseases as the next:"

Lack of constancy of purpose to plan product and service that will have a market and keep carefully the company running a business and offer jobs.

Emphasis on short-term profits: short term thinking, fed by fear of unfriendly takeover and by plush from bankers and owners, for dividends.

Personal review system, or analysis of performance, merit rating, annual review, or twelve-monthly appraisal, by whatever name, for individuals in management, the consequences which are devastating. Management by fear would be better, than management by objective with out a way for accomplishment.

Mobility of management: job hopping.

Use of noticeable figures limited to management, with little or no consideration of figures that are unknown or unknowable.

Excessive medical costs.

Excessive costs of warranty, fueled by legal representatives that work contingency fees. " (Encyclopedia of Management)

Deming defined quality as "meeting and exceeding the customer's need and expectations and then continuing to boost". The performance standards are eliminating management by numbers, numerical goals and substitute leadership. The improvement foundations are to urge every person in the business to work to be able to attain the renovation as the renovation is the work of every body, and to continual use PDSA cycle. Deming urges that management is meant to break down barriers among divisions. Each division is meant to see other division as domestic customer, as soon as this is accomplished the barriers began to go down and collapse. Deming argues that companies are supposed to go through the whole cost of product or service made available from others, and not merely the pay for price. Accepting the lowest offer does not assure the cheapest whole cost. Deming believes that training is supposed to get face to face. Every employee is meant to be trained in fundamental statistical methods. Training enhances self-confidence because it offers employees with a better sense of safety and assessment and a smaller stress level. (Quality Times. co. in)


Juran initiated the management dimensions of planning, organizing, and controlling and concentrated on the duty of management to accomplish quality and the necessity for establishing objectives. Juran defines quality as "fitness for use in terms of design, conformance, availability, safety, and field use". Because of this, the idea of Juran is more directly integrates the perspective of customer. His concept can assess everything and depends upon systems and problem-solving methods. Juran is not like Deming since he specializes in top-down management and technical methods more willingly than employee self-importance and satisfaction. (Encyclopedia of Management)

Juran's discovered 10 steps to quality improvement as the next:"

Build awareness of chance to improve.

Set-goals for improvement.

Organize to attain goals.

Provide training

Carryout projects to resolve problems.

Report progress.

Give recognition.

Communicate results.

Keep score.

Maintain momentum by causing annual improvement area of the regular systems and processes of the business". (Encyclopedia of Management)

Juran developed the popular concept "Managing Business Process Quality", which really is a way for management cross-functional quality improvement. Juran contribution is greater than Deming's for the reason that Juran has broader concept, whereas Deming's focusing on statistical process control is further technical.

Juran Trilogy

Dr. Juran's trilogy described the three management processes that are necessitate by all organization in order to boost. These three processes are Quality control, quality improvement and quality planning. This Trilogy describes the way an organization can form all its aspects by superior recognizing of the association between processes that plan, control and improve quality in addition to business outcomes. According to Juran, the quality planning aims to provide operators that are able to generate goods and services that can meet the needs of customers and satisfying them. Through the quality planning stage, an organization is supposed to learn and indentify its customers are their needs to be able to develop the merchandise or service characteristics that meet up with the needs of customers, and also to be able to build up processes be capable of deliver those products and services, and in addition to mention the plans to the functioning forces. In case the quality planning is incomplete, a chronic waste takes place. (Encyclopedia of Management)

Quality control aims to place a stop to things from getting worse. It is the examination part of the Quality Trilogy where operators evaluate real performance with plans and determine the dissimilarities. The 3rd factor of the Trilogy is chronic waste which is supposed to be seen as a chance for quality improvement. Quality improvement includes improvement of fitness-for-use and error decrease, searches for an innovative level of performance that is better from any preceding level, and is achieved by implementing advance thinking. (Encyclopedia of Management)

Juran argues that the product quality mission of the company is "fitness for use" as supposed by customers. The mission of personal divisions is to work in accordance with conditions intended to accomplish suitability for use. The greater part of quality difficulties will be the responsibility of poor management more willingly than poor workmanship. Juran belives that quality improvement is not flames struggle or eliminating an irregular point, rather than quality improvement moves up quality performance to exceptional or advance levels. The complete quality improvement continues on project next to project. Juran defined Cost Of LOW QUALITY (COPQ) as "the sum of most costs that would disappear if there were no quality problems". According to Juran, operative mistakes are able to be decreased by fool proofing, keeping people paying special attention, training, changing technology, developing communication, creating accountability, getting rid of the error-prone individual and inspiration. (Quality Times. co. in)


The Baldrige Criteria for Performance Excellence is several guidelines used as a measure to examine if a business is capable of meet a business excellence quality level. This is the model following a US Malcolm Baldrige National Quality Award, an award process ruled by the American Society for Quality (ASQ) and administered by the National Institute of Science and Technology (NIST). The Baldrige Criteria for Performance Excellence is a framework that is employed as the starting point for more than 70 further national Business Excellence/Quality awards all around the world. (Total Quality Management, chapter5)

The Baldrige Criteria contains seven categories as the next:"


Strategic Planning

Customer and Market Focus

Information and Data Analysis

Human Resource Management and Development

Process Management

Business Results" (Total Quality Management, chapter5)

The Baldrige Criteria are built on several eleven values and concepts:"

Visionary Leadership

Customer-Driven Excellence

Organizational and Personal Learning

Valuing Employees and Partners


Focus on the Future

Managing for Innovation

Management by Fact

Public Responsibility and Citizenship

Focus on Results and Creating Value

Systems Perspective" (Total Quality Management, chapter5)

Quality Awards:

Internationally, lots of Quality Awards have been established to be able to identify and promote quality. Several reconditioned ones comprise the British Quality Award in UK, the European Quality Award in Europe (1994) and the Malcolm Baldrige National Quality Award in america of America (1999). Actually, the purposes of nearly all these awards can be summarized as the next:

Improve TQM consciousness.

Supply organizations criterion in order to examine themselves in opposition to a group of definite standards and improve market consciousness at the same time as.

Promote organizations to successfully exchange information of productively applied quality strategies and the advantages are caused by implementing these strategies.

Improve the level of recognizing of outstanding quality standards.

Distinguish and promote permanent improvement process in organizations. (NATURE AND CONTEXT OF TQM)

As an outcome, all quality awards give a helpful assessment structure and assists organizations to judge their TQM operation strategy for everlasting improvement viewpoints. These awards not only concentrate on quality of the end product, rather on components like management activities, behavior, and process that influence the grade of the end product. (NATURE AND CONTEXT OF TQM)

For example, the Malcolm Baldrige National Quality Award was established in 1987, it is yearly award that is situated in america. It aims to promote American organizations to improve quality, satisfy customers, and develop the complete performance of the business. The award evaluates features such as leadership, strategic planning, customer and market focus, information and analysis, human resource focus, process management, and business results. Some Malcolm Baldrige National Quality Award winners are Federal Express, Marlow Industries, Motorola, Ritz Carlton Hotel Co. , Xerox, Ames Rubber Corp, and Wallace Co. (Total Quality Management and the Malcolm Baldrige National Quality Award)


To conclude, Total Quality management is very important issue nowadays. Currently, successful companies concern to great extent about TQM to be able to improve their performance and fulfill the needs with their customers. Many models associated with TQM have been created by many researchers such as Deming, Juran and Baldrige. Each of these models has its characteristics. These researchers defined quality in various ways. In my own point of view, Juran contribution is higher than Deming, Baldrige and other researches since Juran is rolling out broader concept and make a model that is well suited for almost all of all situations, while Deming just concentrated on statistical process control and Baldrige built his model using others contributions. However, the model of Baldrige is utilized widely in america. in fact, many Awards have been created in US, Europe and other counties. These Awards have many objectives such as enhancing the TQM consciousness and supplying organizations with standards with the intention of determine themselves.


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