11-06-2012, 04:07 PM
Is TQM the beaten path in the fast changing
business environment
changingbusinessenvirnment.pdf (Size: 97.58 KB / Downloads: 1)
What are the Focus areas in TQM ?
•Customer Focus (customer driven standards, high quality,
partnership with vendors, channel partners etc)
•Continuous improvement (systematic measurement and
focus on non conformance, cross functional process management
and continuous effort to improve standards)
•Fact based decision making (Statistical Process Control,
Design of experiments ,FMEA, 7 statistical tools etc)
•Employee orientation (Training, suggestion scheme, reward
Quality circles).
Why “TQM” did not take off?
•Perceived as a top management initiative
•Considered as related to product quality
•Did not integrate with key processes
•Not enough measures to track and review progress
•Could not sustain the momentum over a period of time
•Focus on monitoring few metrics such as product quality
•Once “low hanging fruits” were harvested , what next was
unclear
Excellence Models
Organisations are using different excellence models
to streamline, review and improve.
CII-Exim and Malcolm Baldridge are two examples
Malcolm Baldridgehas been adopted by the Tata Group and
implemented as Tata Business Excellence Management.
Tata Steel, TCS , Tata Motors and now Titan, have been
able exploit the totality of these models to drive business
performance and achieve significant benefits.
Customer centricity
Customer centricity has been over the years become the cornerstone of business success
i.e focusing the entire organisation towards customer understanding and satisfaction
while at the same time balancing the needs of all other stakeholders.
