Topic: Total Quality Management (TQM)

Total Quality Management (TQM)

TQM is an overall business (quality) improvement system. It encompasses leadership, strategic planning, and human resources as well as Process Improvement -- as seen in the Baldrige Award Framework below.

The previously described Six Sigma Process Improvement methodology would be covered in criteria 3, 4, and especially 6 -- Customer and Market Focus, Information and Analysis, and Process Management respectively. The Baldrige criteria does not prescribe the use of a specific quality improvement methodology such as Six Sigma. A business can select or develop its own process, but it must show that results are obtained.

The Baldrige criteria does assess whether all personnel are enabled to contribute effectively through work teams and individually. TQM provided a big impetus to problem-solving teams, quality improvement teams (QITs), and cross-functional teams. Companies generally trained teams to use simple statistical quality tools in solving problems. These teams have been very effective in developing and implementing consensus-based solutions to productivity and quality issues.

The core values and concepts of the Malcolm Baldrige Total Quality Awards are

• Customer-Driven Quality
• Strong Leadership
• Continuous Improvement
• Employee Participation (Teamwork)
• Fast Response
• Design Quality
• Management by Fact (measures)
• Partnerships
• Measurable Results

Customer requirements, design quality, measures, and continuous improvement are key elements of Six Sigma Process Improvement.