Munshi, Kersi F. (1993, ASQC) Counselor in Quality; Miami, FL
A successful total quality management (TQM) program must be an integration of three basic components: quality improvement teams, in which people do problem solving; process management, in which statistics guides ongoing processes; and policy deployment, a long term planning component that implements improvement strategies. The three components provide company direction, without which many TQM programs have failed. Policy deployment is the key component and is a plan-do-check-act technique. It begins with the establishment of a long term vision. This is followed by the determination of long, mid, and short term objectives that are then deployed throughout the organization through activities at the department level. Ongoing multilevel checks of the TQM projects maintain the direction and speed of the organization toward its objectives. The ultimate TQM objectives are the five quality elements that are the business of everyone in the firm: quality of the firm's product or service; cost; quantity and timeliness of delivery; safety; and corporate citizenship or accountability. All these elements deal with the requirements of the customer, who is the focus of policy deployment.
Total Quality Management (TQM),Plan-Do-Check-Act (PDCA) cycle,Policy deployment,Process management,Quality Improvement Team (QIT)