Uses and Criticisms of Total Quality Management

Describes how quality programmes have evolved and discusses uses and criticisms of total quality management (TQM). TQM techniques offer advantages in addition to satisfying customers and helping them to succeed. Constant improvement can turn bureau pathological firms around. TQM brings suppliers, customers, managers, and employees into the decision process. TQM is not really new; it is actually effective and efficient management, but it does far more than sharpen fingers at those who deliver poor quality goods or services. TQM is no longer merely applied to manufacturing; quality improvement programmes now stress a customer focus, employee training and empowerment, top management support and commitment. However, no tool, TQM included, is effective if used improperly.