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Total Quality Management is a management approach that originated over 30 years ago and has steadily become more popular. Total Quality is the culture, attitude and organization of a company that strives to provide customers with products and services that satisfy their needs. The culture requires quality in all facets of the company's operations, with emphasis on completing the job right the first time and defects and waste eliminated from operations.
TQM is built on a foundation of ethics, integrity and trust. It promotes openness, fairness and sincerity. It allows involvement by everyone. This is the key to unlocking the ultimate potential of TQM. These three elements move together, however, each element offers something different to the concept.
Ethics is a two-faceted subject represented by organizational and individual principles. Organizational ethics establishes a business code of ethics that outlines guidelines that all employees are to adhere to in the performance of their work. Individual ethics include personal rights or wrongs.
Integrity implies honesty, morals, values, fairness, adherence to the facts and sincerity. These characteristics are what customers expect and deserve to receive. People see the opposite of integrity as duplicity. TQM will not work in this type of atmosphere.
Trust is a by-product of integrity and ethical conduct. Without trust, the framework of TQM cannot be built. Trust fosters full participation of all members. It allows empowerment that encourages pride of ownership and it encourages commitment. It allows decision making ...