Introduction and Implementation of Total Quality Management (tqm): an Overview

Introduction				corrected, to prevent the production of more
The increasing need for improvement of quality				defects. (Stop in time). Implementation Principles
the world over led to the development of quality				and ProcessesA preliminary step in TQM
systems to take care of all relevant aspects				implementation is to assess the organization's
related to and influencing quality starting from				current reality. Relevant preconditions have to do
product design and culminating in service to the				with the organization's history, its current needs,
user. The increase in product complexity and size				precipitating events leading to TQM, and the
of operation, responsibility for product quality is				existing employee quality of working life. If the
gradually shifted from operator to the quality				current reality does not include important
control department. Quality is defined as the				preconditions, TQM implementation should be
totality of features and characteristics of a				delayed until the organization is in a state in which
product or service that bears on its ability to				TQM is likely to succeed.If an organization has a
satisfy stated or implied needs. It is the degree to				track record of effective responsiveness to the
which a specific product conforms to a design or				environment, and if it has been able to
specification. Total Quality Management (TQM) is				successfully change the way it operates when
defined as a quality-centered, customer-focused,				needed, TQM will be easier to implement. If an
fact-based, team-driven, senior-management-led				organization has been historically reactive and has
process to achieve an organization's strategic				no skill at improving its operating systems, there
imperative through continuous process				will be both employee skepticism and a lack of
improvement. The word "total" in TQM means				skilled change agents. If this condition prevails, a
that everyone in the organization must be				comprehensive program of management and
involved in the continuous improvement effort,				leadership development may be instituted. A
the word "quality" shows a concern for customer				management audit is a good assessment tool to
satisfaction, and the word "management" refers				identify current levels of organizational functioning
to the people and processes needed to achieve				and areas in need of change. An organization
the quality. TQM is not a program, it is a				should be basically healthy before beginning TQM.
systematic, integrated, and organizational				If it has significant problems such as a very
way-of-life directed at the continuous				unstable funding base, weak administrative
improvement of an organization. It is not a				systems, lack of managerial skill, or poor
management fad; it is a proven management				employee morale, TQM would not be
style used successfully for decades in				appropriate.However, a certain level of stress is
organizations around the world. TQM is not an end				probably desirable to initiate TQM. People need to
in itself; it is means to an organizational end. The				feel a need for a change. Kanter (1983) addresses
management is concerned with profitability,				this phenomenon be describing building blocks
growth and resource generation. But only a few				which are present in effective organizational
inspectors are responsible for checking product				change. These forces include departures from
quality. Customers in recent years have come to				tradition, a crisis or galvanizing event, strategic
expect much higher quality than ever before.				decisions, individual "prime movers," and action
Parameters responsible for product quality and				vehicles. Departures from tradition are activities,
quality concepts need to be clearly understood by				usually at lower levels of the organization, which
management. If one looks at the concept of				occur when entrepreneurs move outside the
Quality and its progress over the years carefully,				normal ways of operating to solve a problem. A
it is evident that Quality has always been an				crisis, if it is not too disabling, can also help create
important element for the success of any				a sense of urgency which can mobilize people to
organization. But the initial approach for Quality				act. In the case of TQM, this may be a funding
was concentrated on the final inspection and				cut or threat, or demands from consumers or
accordingly post production adjustment was				other stakeholders for improved quality of
made. Quality was not viewed as a responsibility				service. After a crisis, a leader may intervene
of all employees. Quality function was separated				strategically by articulating a new vision of the
from such areas as planning, design, production				future to help the organization deal with it. A plan
and sales.				to implement TQM may be such a strategic
Objectives of the Study				decision. Such a leader may then become a prime
The major objectives of the study are to high				mover, who takes charge in championing the new
light the various uses of Total Quality				idea and showing others how it will help them get
Management (TQM) as a tool for managerial				where they want to go. Finally, action vehicles are
decision making. Another object is to find out the				needed and mechanisms or structures to enable
inherent constraints in its application followed by				the change to occur and become
an attempt to recommend for the betterment of				institutionalized.Steps in Managing the
the situation. Keeping in mind the above situation,				TransitionBeckhard and Pritchard (1992) have
the study would also examine the different				outlined the basic steps in managing a transition to
dimensions of TQM and its implementation				a new system such as TQM: identifying tasks to
strategy. The partial objectives of this study				be done, creating necessary management
are:i) To get an overall insight and to identify the				structures, developing strategies for building
familiar concepts of TQMii)To find out the				commitment, designing mechanisms to
organizational setup aiding the implementation of				communicate the change, and assigning
TQMiii)To know the perception of TQM of				resources.Task identification would include a study
Bangladeshi Managementiv) To suggest possible				of present conditions (assessing current reality, as
ways of transforming corporate culture into TQM				described above); assessing readiness, such as
Methodology of the Study				through a force field analysis; creating a model of
It is a theoretical approach based on desk study,				the desired state, in this case, implementation of
review of related literature and existing stock of				TQM; announcing the change goals to the
knowledge. This paper is based on secondary and				organization; and assigning responsibilities and
primary information. Available literature including				resources. This final step would include securing
relevant books and articles on TQM were studied.				outside consultation and training and assigning
Some portions of this paper is the author's own				someone within the organization to oversee the
observations and logical arguments. A perception				effort. This should be a responsibility of top
of Bangladeshi management is examined by				management. In fact, the next step, designing
collecting primary information where modern				transition management structures, is also a
econometrics techniques like "Factor Analysis:" is				responsibility of top management. In fact, Cohen
used.				and Brand (1993) and Hyde (1992) assert that
Review of Research Studies				management must be heavily involved as leaders
Total quality Control Management was developed				rather than relying on a separate staff person or
in the mid 1940s by Dr. W. Edward Deming who				function to shepherd the effort. An organization
at the time was an advisor in sampling at the				wide steering committee to oversee the effort
Bureau of Census and later became a professor				may be appropriate. Developing commitment
of statistics at the New York University Graduate				strategies was discussed above in the sections on
School of Business Administration. He had little				resistance and on visionary leadership.6To
success convincing American business to adopt				communicate the change, mechanisms beyond
TQM but his management methods did gain				existing processes will need to be developed.
success in Japan. In the 1970s and 1980s, many				Special all-staff meetings attended by executives,
American companies, including Ford, IBM, and				sometimes designed as input or dialog sessions,
Xerox, began adopting Dr. Deming's principles of				may be used to kick off the process, and TQM
TQM. This gradually led to their remaining some of				newsletters may be an effective ongoing
the markets previously lost to the Japanese.				communication tool to keep employees aware of
Although TQM gained its performance in the				activities and accomplishments.Management of
private sector, in recent years it has been				resources for the change effort is important with
adopted by some public organizations. Tools and				TQM because outside consultants will almost
techniques of TQM are applicable to a wide range				always be required. Choose consultants based on
of organizations of all sizes and types such as				their prior relevant experience and their
manufacturing, service, government, military,				commitment to adapting the process to fit unique
contraction, education, small business , healthcare				organizational needs. While consultants will be
and non profit entities. Mohammad Moqbul Hossain				invaluable with initial training of staff and TQM
Bhuiyan and Md. Kamal Uddin had an article on				system design, employees (management and
"What Does Total Quality Management Stand for?				others) should be actively involved in TQM
Literature Review and Implications for				implementation, perhaps after receiving training in
Bangladesh". They said that Quality control				change management which they can then pass on
activities remain with us from thousands of years.				to other employees. A collaborative relationship
Born out of management practice, the TQM				with consultants and clear role definitions and
(Total Quality Management] has had a profound				specification of activities must be established.
and unparalleled impact on modern business				Findings of the Study
history. However, as a body of practical				Total Quality Management is a system
knowledge, TQM has been largely theoretical. As a				implemented to reduce defects in finished
consequence, this important management				products with the goal of achieving zero products
philosophy has reminded amorphous and shrouded				these systems require timely data on defective
in considerable conceptual haziness and ambiguity				products, rework costs, and the cost of honoring
in developing countries like Bangladesh. Recent				warranty contracts. This in formation is used to
theorizing, primarily emphasizing the application of				help to redign the product in away that makes it
organizational behavior theories of TQM, has				less prove to defect. It may be used to
begun to provide grater clarity, but much work				reengineer the production process to reduce set
remains to be done. This paper attempts to				up time and decrease the potential for error. TQM
contribute to this nascent theory-building literature				systems provide information on non-financial
by employing theory from market process				measures such as customer satisfaction, number
economics, namely, Bangladeshi and evolutionary				of since calls and time to generate reports.
economics, which explains how processes of				Attention to these measures which employees
dynamic change, adaptation and learning are				can control leads to increased profitability.Just in
driven by entrepreneurial creativity. We have				time inventory systems demand for an increased
examined the perception of TQM of Bangladeshi				emphasis on product quality. If products are
management with the framework of modern				produced only as they are needed. It is very
econometrics techniques "Factor analysis". Drawing				costly for the company to have to stop
on the resource approach and other theoretical				production became of defects or machine
perspectives, this paper has suggested TQM as a				breakdown. TQM and just in time production
potential source of sustainable competitive				often aid in effective application of the learn
advantage. Quality is to be managed, it must first				business model. The main purpose of lean
be understood. Managers must move aggressively				business model is to eliminate waste and strive
to improve their understanding of quality practices				for continuous improvement which requires that
and performance. The findings suggest that most				every manager and employee continuously look
features generally associated with TQM - such as				to improve operations.Larson opines that TQM
training, process improvement, and benchmarking				calls for all managers and employees at all stages
- do not generally produce advantage, but that				of operations to strive towards higher standards
certain tacit, behavioral, imperfectly imitable				and a reduced number of defects.In today's
features - such as awareness, management				competitive and international market place, quality
commitment, open culture, employee				is synonymous with not just product quality but
empowerment, and executive commitment,				also cost, delivery and service. In a global market
leadership - can produce advantage. The authors				where product life cycle has become short where
conclude that these tacit resources, and not TQM				customer expectations have increased, the
tools and techniques, drive TQM success, and				traditional product testing/certification approaches
those organizations that acquire them can				are not adequate. To compete in international
outperform competitors with or without the				markets, companies in developing countries need
accompanying TQM ideology.Muhammad Ziaulhaq				a sound quality management system. With
Mamun and Sharmina Afrin in their study on "Total				liberalization and international competitiveness,
Quality Management (TQM) Practices of the				there is a need to improve the quality of goods
Bangladesh and Thai Companies: A Comparative				manufactured by the industries. Standardization is
Analysis" mentions that the comparative analysis				one of the important tools for achieving quality up
of TQM practices between Bangladesh and Thai				gradation and building a strong quality culture
companies clearly shows planning, implementation				within the organization.
and operational difference, Bangladeshi companies				Limitations of the
portray TQM vision consciousness but in many				�
cases they fall victim of treating TQM as a fad				The study may suffer from some limitations. The
rather than an essential component. The				most serious limitation encountering the study is
management principles are narrowly viewed,				that author has a little practical exposure to the
communicated and understood in Bangladeshi				industries and organizations, where the practice of
companies even with well-documented procedures				TQM is in existence. So, in analyzing the data, the
and instructions. All the Bangladeshi companies				author relied mainly on personal inference and
concerned are well equipped and successful to				logical conclusions. As the topic is a broad bases
some extent in achieving customer satisfaction				-and global issues, hence there may be some
with regard to product and service quality				gaps in the prices of information. TQM as a
excellence, but they lack close working				discipline is still evolving. So, this study may be one
relationships, interest groups and the promoting				of the earlier studies in this area. Consequently, it
aspect of working environment. Bangladeshi firms				may suffer from some additional limitations
make a visible effort in empowerment of quality				generally associated with an earlier study. The
control circles but apparently follow a				author pays his gratitude to anyone endeavoring
comparatively rigid hierarchical structure, but				to make further analysis, improvement or
nonetheless are able to assure quality. In terms of				suggestions on the issue.
organization and distribution, all of the concerned				Conclusions
companies are suitably equipped and positioned,				TQM attempts to have maximum customer
but suppliers are not benchmarked with respect				satisfaction through providing quality products and
to specific criteria and special quality ratings in				services but uncongenial business environment,
terms of product attributes and therefore				high cost of production, increasing prices of
information regarding supplier reliability is not				products unfair competition in market are the
available in any objective form. Bangladeshi firms				major constraints in using TQM. Once the business
have much to achieve in the areas of creativity				is profitable, they can develop quality products
and R&D, and therefore, investment in those				and services. Absence of breakeven point decline
areas is imperative.				in demand for products, lack of trained manpower
Theoretical framework				are other limiting factors for such use. We should
TQM is a management philosophy that seeks to				try to have market research to satisfy our
integrate all organizational functions (marketing,				customers as well as managerial efficiency and
finance, design, engineering, and production,				effectiveness sidely side. We should also develop
customer service, etc.) to focus on meeting				strategic management techniques to stand in
customer needs and organizational objectives.TQM				open market economy. Once the strategies are
views an organization as a collection of processes.				appropriate business can see well and further
It maintains that organizations must strive to				enhance the wide are of TQM devices towards
continuously improve these processes by				the customer's goals achievement. Academic
incorporating the knowledge and experiences of				research on the holistic approach to TQM is in its
workers. The simple objective of TQM is "Do the				primitive stage. So, there is a clear need for more
right things, right the first time, every time". TQM				precise measures of quality. Endeavour has been
is infinitely variable and adaptable. Although				paid throughout this paper to find out a
originally applied to manufacturing operations, and				comprehensive approach to TQM. The technical
for a number of years only used in that area,				tools of quality improvement may be well
TQM is now becoming recognized as a generic				developed, but its theory and practice lag far
management tool, just as applicable in service and				behind. The concept of quality is only dimly
public sector organizations. There are a number of				understood by the practicing managers. Links to
evolutionary strands, with different sectors				market share, cost, and profitability are unclear.
creating their own versions from the common				Measurement is also complex. Empirical researches
ancestor. TQM is the foundation for activities,				on these issues like costs, market share, prices,
which include: Commitment by senior				profitability, employee turnover, and the like, as
management and all employees Meeting customer				dependent variable may be conducted in the
requirements Reducing development cycle times				future. Because of the recent trade globalization,
Just In Time/Demand Flow Manufacturing				developing countries are in crying needs to
Improvement teams Reducing product and				increase productivity and elevate the quality of
service costs Systems to facilitate improvement				products. More empirical research can be
Line Management ownership Employee				conducted in future to make quality a vital issues
involvement and empowerment Recognition and				in every sector of the economy. Over the past
celebration Challenging quantified goals and				few decades, Information Technology (IT) helps
benchmarking Focus on processes / improvement				TQM organization achieve its goals. Study may be
plans Specific incorporation in strategic planning				conducted to reveal the effectiveness of IT
This shows that TQM must be practiced in all				application toward quality assurance.
activities, by all personnel, in Manufacturing,				Bibliography
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Introduction and Implementation of Total Quality Management (tqm): an Overview