TQM as a management system consisting of values, techniques and tools

Citation

(2000), "TQM as a management system consisting of values, techniques and tools", Measuring Business Excellence, Vol. 4 No. 4. https://doi.org/10.1108/mbe.2000.26704daf.005

TQM as a management system consisting of values, techniques and tools

TQM as a management system consisting of values, techniques and tools

U. Hellsten and B. Klefsjo, The TQM Magazine (UK), Vol. 12 No. 4, 2000

Points out that TQM is viewed by some as necessary for competitiveness but by others as a management fad. Proposes and expands on reasons for this: quality gurus do not like the term TQM (quoting Deming, Juran and others); there are several similar terms describing the same concepts, e.g. total quality control, strategic quality management; and definitions of TQM are rather vague and imprecise. Lists core values of Baldrige, EFQM, and Swedish quality awards preparatory to considering TQM as a continually developing management system comprizing three interdependent components: values (e.g. top management commitment, customer focus, continuous improvement, process focus), techniques (e.g. quality function deployment, quality circles, self-assessment) and tools (e.g. control charts, ISO 9000, Baldrige criteria), whose elements may change as theory and practice develop. Contends that the system view will aid firms in understanding and implementing TQM since a holistic approach should prevent failure through selecting only parts of TQM to focus on, e.g. tools and techniques. Comments: Can't disagree with a holistic approach, though wonder whether representing TQM as a system whose elements can change over time, will only be helpful if everyone marches in tune to changes. Nevertheless, gives interesting viewpoints on aspects of TQM.

Quality focus says:A realistic reaffirmation of TQM.