P/OM/28. Total Quality Management as a customer-oriented practice

The paper examines the characteristic features of TQM (Total Quality Management) based on customer-oriented philosophy. The concepts of product quality, process control, quality improvement and quality assurance are defined. The author argues that TQM implies that every member of the organisation must be aware of the customers' needs, which requires a continuous dialogue with the customer and a measurement of the products and services against customer expectations. The historical background of TQM is reviewed focusing on the activity of Dr. W. Edwards Deming and Dr Joseph Juran in Japan and showing the shift from the traditional Management By Objectives (MBO) to total quality control (TQM) in the USA. Theory Z that combines the American and Japanese experience is outlined and quality improvement concepts are discussed. Case studies of Meeco Corporation, USA and Inland Revenue Authority of Singapore (IRAS)are presented.