Professional Documents
Culture Documents
Management
and the
Transition To
Business Excellence
redgeman@uidaho.edu
The TQM philosophy
derives from one
foundational idea:
everything must be geared
towards customer
satisfaction, the engine
which drives the company
and on which its future
survival depends.
Aim: Increase external and internal customer satisfaction
with a reduced amount of resources
Values Control
Tools
Top Management Relation Factorial Charts
Commitment Focus on Diagram Design
Processes Criteria of
Improve Focus on Matrices MBNQA
Continuously Customers Ishikawa Tree
Diagram Process Diagram
Let Everybody
Base Decisions Maps
be Committed ISO Quality
on Fact 9000
Quality Function Hypothesis House
Deployment testing
Quality Employee
Circles Supplier
Development
Partnership
Bench- Process
marking Management Policy
Deployment
Self- Design of
assessment Experiment Six
Total Quality Sigma
Management Methodologies
Total Quality Management (TQM) can be seen as a continuously evolved management system, consisting of values, methodologies and tools. The
aim of the system is to increase external and internal customer satisfaction with a reduced amount of resources. It is important to note, that the
techniques and tools in the figure are just examples and not a complete list. In the same way the values may also vary a little between different
organisations and over time. (From Hellsten & Klefsjö, 2000.)
What is Quality?
Continuous Satisfaction of
Customer Requirements
A ‘Customer-Centric’ View
What is
Quality Management?
Achievement of Quality at Low Cost.
What is
Total Quality
Management?
Attainment of
Total Quality
Through Everyone’s
Commitment on a Daily Basis
SO …..
Quality is a state in which value entitlement is realized
for the customer and provider in every aspect of the
business relationship.
Renault’s
Five Principles of a New Culture
Fundamentally, organizational culture
can be thought of as
“the way we do things around here.”
The Customer is the Ultimate Judge of Value
The Search for a Lean Approach
Controlling the Process Means Reducing Dispersion
Involving & Empowering People
The Spiral of Continuous Improvement
People
Processes
Cus
Reducing Waste Sat tome
isfa r
ctio
n
Progress Through S-PDSA Cost
Delivery
Bu
CE sin
EN es
L s
E L
C
Organizational
EX
Performance
an overall way of working
that balances stakeholder interests and
increases the likelihood of
sustainable competitive advantage
and hence long-term organizational success
through operational, customer-related, financial
and marketplace performance excellence.
Harry Hertz
15 Sept. 2000
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