Service Management: An Integrated Approach to Supply Chain Management and Operations

12. Supplement: Tools and Techniques of Total Quality Management

S12.1. Introduction

Implementing Total Quality Management (TQM) requires a long-term commitment by the management and hard work. As indicated in Chapter 12, “Service Quality and Continuous Improvement,” there is no recipe, or one “right way” to implement TQM. Each organization must develop its own model that responds to its needs and supports its strategy. However, there exist a variety of effective tools and techniques we can rely on for successful implementation of TQM. In this supplement some of the most widely used tools and techniques are reviewed.

S12.2. Plan-Do-Study-Act Cycle

The conceptual basis for most TQM processes is what is known as Shewhart, or the plan-do-study-act ...