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  1. Lean philosophy and its applications in the service industry: a review of the current knowledge
  3. Total Quality Management principles
  4. Quality: a Total Management Concept: A Philosophical Approach
  5. Customer Satisfaction Is Key

There are mainly three types of teams that TQM organizations adopt:. Quality improvement teams or excellence teams QITs — These are temporary teams with the purpose of dealing with specific problems that often recur. These teams are set up for period of three to twelve months. Problem solving teams PSTs — These are temporary teams to solve certain problems and also to identify and overcome causes of problems.

They generally last from one week to three months. Natural work teams NWTs — These teams consist of small groups of skilled workers who share tasks and responsibilities.

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These teams use concepts such as employee involvement teams, self-managing teams and quality circles. These teams generally work for one to two hours a week. Leadership — It is possibly the most important element in TQM. It appears everywhere in organization. Leadership in TQM requires the manager to provide an inspiring vision, make strategic directions that are understood by all and to instill values that guide subordinates.

For TQM to be successful in the business, the supervisor must be committed in leading his employees. A supervisor must understand TQM, believe in it and then demonstrate their belief and commitment through their daily practices of TQM. The supervisor makes sure that strategies, philosophies, values and goals are transmitted down through out the organization to provide focus, clarity and direction. A key point is that TQM has to be introduced and led by top management. Commitment and personal involvement is required from top management in creating and deploying clear quality values and goals consistent with the objectives of the company and in creating and deploying well defined systems, methods and performance measures for achieving those goals.

Binding Mortar 7. Communication — It binds everything together. Starting from foundation to roof of the TQM house, everything is bound by strong mortar of communication. It acts as a vital link between all elements of TQM. Communication means a common understanding of ideas between the sender and the receiver. The success of TQM demands communication with and among all the organization members, suppliers and customers. Supervisors must keep open airways where employees can send and receive information about the TQM process.

Lean philosophy and its applications in the service industry: a review of the current knowledge

Communication coupled with the sharing of correct information is vital. For communication to be credible the message must be clear and receiver must interpret in the way the sender intended. There are different ways of communication such as: A. Downward communication — This is the dominant form of communication in an organization. Presentations and discussions basically do it.

By this the supervisors are able to make the employees clear about TQM. Upward communication — By this the lower level of employees are able to provide suggestions to upper management of the affects of TQM. As employees provide insight and constructive criticism, supervisors must listen effectively to correct the situation that comes about through the use of TQM.

This forms a level of trust between supervisors and employees. This is also similar to empowering communication, where supervisors keep open ears and listen to others. Sideways communication — This type of communication is important because it breaks down barriers between departments.

Quality Management: history, gurus, TQM, process improvement and more

It also allows dealing with customers and suppliers in a more professional manner. Roof 8. Recognition — Recognition is the last and final element in the entire system. It should be provided for both suggestions and achievements for teams as well as individuals. Employees strive to receive recognition for themselves and their teams.


Detecting and recognizing contributors is the most important job of a supervisor. As people are recognized, there can be huge changes in self-esteem, productivity, quality and the amount of effort exhorted to the task at hand. Recognition comes in its best form when it is immediately following an action that an employee has performed. Recognition comes in different ways, places and time such as,. We can conclude that these eight elements are key in ensuring the success of TQM in an organization and that the supervisor is a huge part in developing these elements in the work place. Without these elements, the business entities cannot be successful TQM implementers.

It is very clear from the above discussion that TQM without involving integrity, ethics and trust would be a great remiss, in fact it would be incomplete. Training is the key by which the organization creates a TQM environment. Leadership and teamwork go hand in hand. Lack of communication between departments, supervisors and employees create a burden on the whole TQM process. Last but not the least, recognition should be given to people who contributed to the overall completed task. Hence, lead by example, train employees to provide a quality product, create an environment where there is no fear to share knowledge, and give credit where credit is due is the motto of a successful TQM organization.

These eight elements are not enough for ensuring TQM implementation. In the foundation there should be many other dimensions. In Building Bricks portion dimensions are very poor.

Total Quality Management principles

This model should be modified for ensuring TQM in any organization in the present context. I think tqm should include this pre-condition with others. Secondly, Yearly recognition of the performance of the employee should be recorded on be half of the org. As MBA candidate I suggest that for an effective and efficient TQM to take place in an organization succession plan, auditing and quality control should be included in the eight elements.

Are you guys familiar with lean manufacturing? This material is very informative.

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I however think that the Bricks should include Monitoring, Control and Evaluation as a brick. These are necessary for TQM. They can definitely be broken down further into sub-elements to cater for what may seem to be missing. All in all this is a good guide taking on the concept. Great Piece I can see where the TQM is relevent to the structure of Hotel in computing and executing total hotel operations or any other elements within the Organization.

Govt employees output is less. Which is basic foundation of tqm. Not all govt employees but some. TQM is also a customer focused system that plenty of businesses are currently implementing to improve the quality of their products as well as their services. Total quality management as a philosophy asks for the strong cooperation between both top and down management for the ultimate objective that is satisfying the needs and wants of customers.

Employee involvement is a pivotal aspect of Total quality management solutions as well as in the success in any organization. The staff should have a say on what happens in the business. So get your Certificate in Quality Management now, while the going is good! Valuable tips, articles and updates delivered to your inbox every month.

Quality: a Total Management Concept: A Philosophical Approach

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Customer Satisfaction Is Key

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