Quality management and control (Chapter 9 and 10)

3. Quality Awards:
 Malcolm Baldrige National Quality Award
 European Quality Award
 The Deming Prize
 ISO 9000 Standards
 ISO 14000

4. Total Quality Management: A philosophy that involves everyone in an

organization in a continual effort to improve quality and achieve customer satisfaction.
The TQM Approach and principals:
 Find out what the customer wants
 Design a product or service that meets or exceeds customer wants
 Design processes that facilitates doing the job right the first time
 Keep track of results
 Extend these concepts to suppliers
5. Benefit of TQM: As international standards for quality management have been
established, the overall quality management (TQM) as a term used to define the quality
policy and procedure of an organization has not been preferred. For more information,
please review our series on quality management systems.

Total quality management benefits and advantages:

 Strengthened competitive position
 Adaptability to changing or emerging market conditions and to
environmental and other government regulations
 Higher productivity
 Enhanced market image
 Elimination of defects and waste
 Reduced costs and better cost management
 Higher profitability
 Improved customer focus and satisfaction
 Increased customer loyalty and retention
 Increased job security
 Improved employee morale
 Enhanced shareholder and stakeholder value
 Improved and innovative processes
 obstacle to implement TQM
6. Obstacle to implement TQM:
 Lack of management commitment
 Inability to change organizational culture
 Improper planning
 Lack of continuous training and education
 Incompatible organizational structure and isolated individuals and
departments
 Ineffective measurement techniques and lack of access to data and
results
 Paying inadequate attention to internal and external customers
 Inadequate use of empowerment and team work
 Failure to continuously improve