Total Quality Management

TQM

IN PURSUIT OF EXELLENCE

Table of Contents

I-introduction

II-The ABC's of TQM: Beginning the Journey

III-Quality: Mind and Heart of the Organization

IV-Leadership in Quality: Some Things to Think About

V-Business Excellence through Quality Management

VI-Total Quality Management Means Working Better, Not Harder; All Employees Should Customer Businesses Work

VII-Turning Quality inside-Out and Outside-In

VIII-Quality: From Buzzword to Payoff

IX-A Workers Paradise

X-Integrating TQM into E-Commerce

I-Introduction:

For many decades industrial commercial and even service companies, being for-profit or

not-for-profit, have been struggling to find the one best way to achieve a maximum

benefit from their operations. A very restraint number succeeded and many others

failed. But since the development of TQM which is a program designed to constantly

improve the quality of business management, products, services and marketing

processes, therefore improving the quality of business operations, these proportions

changed, companies who implemented the concept properly noticed a net increase in the

result of their operations.

In the first part of this study steps to implementing TQM are going to be presented

and its advantages are going to be discussed. Next, in the second part, examples of

companies succeeding after adoption of TQM are going to be analyzed and finally, the

third part will show the widespread use of TQM today in every form of organization. All

trough very detailed articles from a variety of sources written by some of the finest

business leaders and analysts.

II-The ABC's of TQM: Beginning The Journey:

a- summary:

This article from the (NAHB) The National Association of Home Builders shows,

The first most important steps in implementing a TQM program.

» Leadership.

» Strategic planning.

» Customer satisfaction.

» Performance management.

» Human resources.

» Construction quality.

» Supplier partnerships.

» Business results.

And according to the NAHB a manager can always improve his practices and a well

implemented TQM program will result many organizational benefits.

b- article analysis:

Trough this article, the NAHB is showing us the first most important steps to take

in implementing a TQM program. First, according to them, top managers in the

organization should set a mission statement trough which they lead employee's works

and actions. That is true because even without a TQM program in site a mission

statement is essential to summarize a company's major objectives giving employees a

certain purpose towards which their work is aimed. Second, top managers should set

strategic plans that clearly define organizational goals and the best ways to reach

them through which they will guide the organization as a whole to its future wanted

state. Setting strategic plans is, for every organization, one of the most important

managerial steps to make because they enlighten the best path to take to reach its

goals. Third, plans should be set to perform well regarding customer services and

satisfaction to keep the business running. Next, operations within the organization

should be tailored in regard to customer satisfaction to be able to achieve an

excellent performance. Customers and the benefits they can get are what companies

struggle to keep and attract for they are the only ones responsible for its survival

so how can this happen without the appropriate care given to them? Fifth, employees

within the enterprise and new comers should be taught about and accustomed to its

culture, beliefs