Question

Much has been said about the concept of “continuous improvement” and TQM. Please answer the following sub-questions:

1. What does “TQM” stand for? In your own words, briefly describe what TQM entails for an organization.
2. Continuous improvement has been advanced by various schools of quality. Deming describes the PDCA (formerly PDSA) wheel. Six sigma advocates use DMAIC. Pick one of these two quality processes (PDCA or DMAIC) and describe how an organization might use each of its steps to continuously improve quality.

Answer 1

TQM stands for controlling overall efficiency. TQM is a process or procedures and strategy adopted by a organization to ensure a long-term commitment to client satisfaction and aspirations. TQM is a series of systematic methods for enhancing product quality as well as service quality. TQM ensures that each and every individual within the company works towards the goal of continuous improvement. TQM improves employees' knowledge of quality, as people's involvement is the secret to continuous improvement. Customer is TQM's cornerstone and centerpiece of performance. One of the cornerstones on which TQM's performance is measured is customer service.

PDCA is one of the methods used in TQM for quality improvement. It is a continuous process, which should be done from time to time.

a)Plan- Preparation is done in this process on how to address and overcome the problem. It requires input from the people involved about how to address the problems, what strategies to use, what services are required, etc.

b)Do-The strategy is being implemented at this level. The tools are mobilized, the citizens are active in problem-solving and action is taken.

C)Check- the action taken is checked for any flaws or problems. This is also cross-checked with the program, and the action for fool proofing is confirmed.

D)Act-After preliminary testing if any problems occur, action is taken and the issues must be resolved. If required, the action taken has to be reported and updated.

PDCA continues until a suitable solution is found. This is a part of the cycle of lean operations.

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