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Customer Satisfaction as a Tool for Improving Tqm

In: Business and Management

Submitted By khaledhbijoy
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Chapter 1: Introduction

1. Total Quality Management / TQM:

Total Quality Management is an integrative philosophy of management for continuously improving the quality of products and processes. TQM is based on the premise that the quality of products and processes is the responsibility of everyone involved with the creation or consumption of the products or services offered by an organization, requiring the involvement of management, workforce, suppliers, and customers, to meet or exceed customer expectations.

Total Quality Management is formally defined as management philosophy and company practices that aim to harness the human and material resources of an organization in the most effective way to achieve the objectives of the organization. Total quality management can be summarized as a management system for a customer-focused organization that involves all employees in continual improvement. It uses strategy, data, and effective communications to integrate the quality discipline into the culture and activities of the organization.

1.2 Background of TQM:

The TQM concept was developed based on the teachings of American management consultants, including W. Edwards Deming, Joseph M. Juran, and Armand V. Feigenbaum.[4]Originally, these consultants had short-term success in the United States. Managers in Japan, however, embraced their ideas enthusiastically and even named their premier annual prize for manufacturing excellence after Dr. Deming. Based on Statisticial Process Control (SPC) techniques, the Six Sigma management strategy was developed in 1986 to support Motorola’s drive towards reducing defects by minimizing variation in processes.

The main difference between TQM and Six Sigma is the approach. At its core, Total Quality Management (TQM) is a management approach to long-term success through continuous process improvement and customer…...

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