Is it Spring or Autumn for TQM?

Reviews six years experience with TQ in a large multinational manufacturing company. Commitment alone is not enough – ownership is vital. TQ is continuous but not constant, there will be periodic declines when a change of approach is indicated. On‐the‐job training in the application of TQ and the effective use of teams is the preferred method. Translation of the corporate strategy into clearly understood goals for individuals and teams at all level is an important motivator. Much has been achieved; customer focus, the importance of “how” as well as“what”, the application of the continuous improvement cycle, measurement including benchmarking, systems such as ISO 9000 though proliferation is a problem, behaviour change and alignment of personnel policy. There is now an understanding of the importance of identifying the role of improvement required in our key processes.