Managing Quality, 6th Edition

Part OneThe Development and Introduction of Total Quality Management (TQM)

The purpose of Part One is to introduce the reader to some of the fundamentals of TQM. It deals with how to introduce TQM into an organization and its subsequent development. Sustaining TQM is far from easy, and the chapters examine issues to which attention needs to be given. It contains the following three chapters:

• Chapter 1 – TQM: An Overview and the Role of Management
• Chapter 2 – The Received Wisdom on TQM
• Chapter 3 – The Introduction and a Framework for TQM

Chapter 1 examines the evolution of quality management (‘coordinated activities to direct and control an organization with regard to quality’) from inspection (‘conformity evaluation by observation and adjustment accompanied as appropriate by measurement, testing or gauging’) to quality control (‘part of quality management focused on fulfilling quality requirements’) to quality assurance (‘part of quality management focused on providing confidence that quality requirements will be fulfilled’ (ISO 9001: (2015)) and finally to Total Quality Management (TQM). This chapter outlines the main reasons why senior management should become personally involved in TQM. It examines what they need to know about TQM and what they need to do in terms of actions. The role of middle and first-line management is also key to putting in place the principles of TQM, and the activities that they need to get involved with are discussed.

Chapter 2 deals with the ...