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Key MBA Models by Dr. Julian Birkinshaw, Ken Mark

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Total quality management

Total quality management (TQM) is an integrated set of principles and tools for helping organisations to become more efficient in everything they do. It is built on the idea that by investing in the problem-solving skills of front-line employees, you will get a return on that investment – specifically, higher-quality and lower-cost products. While originally devised in the world of manufacturing, TQM can be applied in many different aspects of business.

When to use it

  • To enhance quality and productivity in your firm’s operations.
  • To provide your employees with greater skills and greater responsibility.

Origins

In the 1920s, the Hawthorne Works of the Western Electric Company started applying statistical quality ...

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