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Page 6 of 7
Summary
Over time, the perception and application of quality has evolved from a focus on product and statistical quality assurance to a focus on meeting or exceeding the expectations of all stakeholders associated with a product or service. As a result, models such as the EFQM Excellence model and the Baldrige Criteria for Performance Excellence are now commonly used as frameworks to assist in the implementation of TQM tools and techniques.
TQM has been adopted all over the world by organisations in different sectors. The success of TQM has been due to its ability to engage people in a culture of continuous improvement. This has led to the reduction or elimination of quality problems, thereby having a positive impact on customer satisfaction and financial performance. The versatility of TQM means that there are always some tools and techniques that are relevant and useful for all departments and processes within an organisation. TQM provides a total approach to performance improvement.
For TQM to deliver results, it needs to be sustainable. Sustainability requires the commitment of senior management and the involvement of the whole organisation. It is also important to understand that achieving success in TQM involves a journey through different stages of development, for which different tools and techniques are likely to be required. Teamwork is a key facilitator of success in TQM, and strategies need to be put in place to encourage employees to work in teams. Finally, TQM lends itself to the appropriate use of performance measures, which are necessary to evaluate the success of any improvement initiative.
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