The Stops and Starts of Total Quality Management


Hines, William A.   (1998, ASQ)   Techneglas, Columbus, OH

Quality Progress    Vol. 31    No. 2
QICID: 13307    February 1998    pp. 61-64
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Article Abstract

The journey to total quality management (TQM) at Techneglas started with a desire to develop an integrated approach to statistical process control (SPC). A steering committee and consultant soon expanded the SPC plan into a TQM implementation project based on communication between people concerns and management resources. TQM implementation proceeded in seven steps. First, the steering committee received SPC and TQM training. Second, pilot SPC programs ran in two departments. Third, after success of the pilot programs, other departments initiated SPC pilot programs. Fourth, one department established a TQM team. Fifth, upon success of that team, members of the steering committee formed TQM teams in other departments. Sixth, a quality council was created. Seventh, a facilitator became part of the TQM organization. This soon led to creation of a facilitator position in each department. In the past five years, these steps have produced continuous improvement in SPC, team activities, and in the meeting of goals for standard operating procedures.


Total Quality Management (TQM),Teams,Statistical process control (SPC),Case study

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