Abstract

Introduction of total quality management (TQM) by a manufacturer of more than 2,000 products relied on training, involvement, and a pilot run of the problem solving process. Crosby's four absolutes of quality provided the foundation for this successful TQM implementation. Training of senior management covered teamwork, reduction of skepticism, and the seriousness of TQM. Facilitators were trained to lead employees through problem solving. And the entire 800-person workforce received training in opportunities for improvement, internal customer-supplier relations, and the four absolutes. Customer-supplier training was the cornerstone of the TQM effort, and it provided the framework for a pilot implementation. During the pilot, employees learned how teamwork and ownership of their processes allowed them to solve problems and reduce barriers to zero-defect performance. This has led to a 20% increase in the amount of product with zero defects and a 50% reduction in product returns. Lessons learned included: management being more of an impediment to change than were union workers; the importance of commitment to a mission statement; and the involvement of everyone.