Total Quality Management in the Service Industry


Latzko, William J.   (1990, ASQC)   Latzko Associates, North Bergen, NJ

Annual Quality Congress, San Francisco, CA    Vol. 44    No. 0
QICID: 9506    May 1990    pp. 535-540
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Article Abstract

"Total Quality -- An International Imperative" can only be obtained through appropriate management. The Department of Defense in its initiative has identified this as Total Quality Management (TQM) and is pursuing the implementation of TQM in an active way. Since the Department of Defense (DoD) is a service organization, their implementation presents an interesting study from which other service organizations can learn.

The basic strategy of the DoD is based on the teaching of Dr. Deming, Dr. Juran and Dr. Taguchi. Using the 14 points for management, quality planning and loss to society concepts, this strategy represents a radical departure from DoD's former methodology.

The implementation model used by the DoD for TQM is discussed. Lessons from attempts at implementation are drawn. For instance, the basic problem facing all attempts at implementing service quality: what and how can one measure service functions; is discussed with a proposed solution that has been successfully applied in the service environment.

A number of manufacturing and a smaller number of service companies have started on the path of Total Quality Management. More firms will have to adopt these methods if the United States is to solve its balance of payments problems and once more become competitive in international markets. In this way total quality is indeed an international imperative.


Total Quality Management (TQM),Department of Defense (DOD)

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