This is a quality management process likened to a philosophy championed by the likes of W. Edwards Deming in Japan which focuses on preventative measures in quality and getting it right first time.
To simplify it for Higher students the key issues are:
Everyone is involved in quality. Everyone works together to solve quality problems. A quality chain is used, whereby workers treat each other like customers.
This leads on to zero defects. The aim of TQM is that there will be no flaws in the finished product. The customer is the focus of TQM and we want to keep them happy. TQM aims for 100% customer satisfaction.
TQM encourages Kaizen which means continuous improvement. Firms will focus on the weakest part of the product and strengthen it and then begin the process all over again.
Quality Circles are used in TQM whereby small teams of workers from different disciplines (engineering, production and sales) and from different levels of the organisation come together to identify and solve quality problems.
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