Operations Management: Processes and Supply Chains, 12th Edition

Systems Approach to Total Quality Management

Figure 3.15 integrates and summarizes the organizational components required to build an effective culture of quality that underpins the Total Quality Management philosophy outlined earlier in Figure 3.1, the TQM wheel. The overall focus of TQM is always on the needs of the customer through a culture of continuous improvement and an active engagement and involvement of employees at all levels. Continuous improvement and employee involvement are two pillars for customer satisfaction. In this chapter we have shown that there are two other pillars as well: (1) management commitment and leadership driving a relentless focus on quality, and (2) analytical process thinking through the use of tools such as ...