Page 15 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Total Quality Management

Notes Statistical Quality Control is carried out at stages through the production process; and it
relies on trained production personnel and quality control professionals.

In the 1950s, quality control and management developed quickly and became a main
theme of Japanese management.
In 1988 a major step forward in quality management was made with the development of
the Malcolm Baldrige Award in the United States.

Eight principal quality dimensions defined by Garvin are: performance, features, reliability,
conformance, durability, serviceability, aesthetics and perceived quality.
Quality Mission of Life Insurance Corporation of India Ltd. is to explore and enhance the
quality of life through financial security by providing products and services of aspired
attributes with competitive returns.

Quality Policy of Mitsubishi Hi Tech is continuous fulfillment of customer requirement
and specification.

1.6 Keywords

Business Excellence: Business excellence is the systematic use of quality management principles
and tools in business management.

Conformance: Conformance refers to certification or confirmation that a good, service, or conduct
meets the requirements of legislation, accepted practices, prescribed rules and regulations,
specified standards, or terms of a contract.
Customer Focus: The orientation of an organization toward serving its clients' needs is called as
customer focus.

Inspection: The testing of a part to ensure that it meets its design specifications is known as
inspection.
ISO 9001: ISO 9001 is one of the standards within the range of ISO 9000 standards which addresses
various aspects of quality management.
Malcolm Baldrige Award: The Malcolm Baldrige National Quality Award (MBNQA) is presented
annually by the President of the United States to organizations that demonstrate quality and
performance excellence.
Quality Control: Quality control is a process that is used to ensure a certain level of quality in
a product or service.
Restructuring: It means a significant modification made to the debt, operations or structure of a
company.

Statistical Quality Control: Statistical Quality Control (SQC) is the term used to describe the
set of statistical tools used by quality professionals. SQC is used to analyze the quality problems
and solve them.

Total Quality Management: Total quality management is a management system for a customer-
focused organization that involves all employees in continual improvement.

1.7 Review Questions

1. Explain the concept of Total Quality Management.

2. Define TQM.
3. Write a note on the evolution of TQM from inspection to business excellence.

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