Total quality management and ethics

Trust is a critical element of ethics which in turn, makes ethics critical in total quality

and environment ‡ Q also concerns with the narrower aspect of individual element ‡ TQM is concerned with managing the entire system & not just subsystem ‡ Involves all employees.What is total quality management? ‡ The big Q in the Total Quality refers to quality of products. people processes. supply chain customers chain ‡ The purpose is to provide value to the customers .

planning.‡ Total quality management (TQM) programmes are the organisation wide programmes that aim to integrate all functions of the business such that all aspects of business including design. distribution and field services are aimed at maximising customer satisfaction through continuous improvements . production.

use of scientific approach 4. continuous process improvement . zero defects or Six Sigma ‡ Kaizen in Japan (W.Edward Demming credited for quality improvement ‡ inJapan 1950) ‡ Difference in between TQM and Traditional way of business: 1. long term commitment 5.‡ This approach in US known as Continuous improvement.internal as well as external customers 2. team work 6. customer focus. employee involvement in empowerment 7. obsession with quality 3.

‡ After going bankrupt of producing quality product.TQM at Xerox ‡ By late 10¶s Xerox was loosing the market share to Japanese competitors. Xerox is world class organisation holding its own terms in the technology. price. worked horizontally across the departments. . Xerox launched TQM. ‡ Japanese products were excellent and cheaper also than Xerox could manufacture it. worked with the suppliers and understood the customers expectations ‡ Xerox delivered the superior value to the customers ‡ Today . ‡ Xerox improved quality continuously . ‡ The process & practices were marked best in the industry. service and customer satisfaction.

‡ Trust building in HLL managers create the envo. if no ethical behaviour TQM fails ‡ Ethical behaviour builds trust ± The elements on which the TQM depennds ± ± customer focus. set the examples.Trust and total quality ‡ In organisation. team work. communicate properly«so on. problem solving. communication ‡ All elements important in trust. employee involvement & empowerment. interpersonal relations. .

they need to be applied wholeheartedly. knowledge and skills do not produce quality.Values & Total Quality ‡ Values are deeply held beliefs that form core who we are? ‡ It is internal barometers. . ‡ Values guide the behaviour ‡ In organisations.

Ethical behaviour Values Lead to Fairness Dependability Integrity Honesty truthfulness TQM Results in Peak performance & excellence Achievement Contribution Self development Creativity Synergy Quality opportunity .

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