Strategy for Tqm: British Telecom

6070 Words Apr 4th, 2012 25 Pages
Implementation of Total Quality Management
Total Quality Management (TQM) is a management approach to long-term success through customer satisfaction. TQM is a method by which management and employees can become involved in the continuous improvement of the production of goods and services: all members of an organization participate in improving processes, products, services and the culture in which they work. It is a combination of quality and management tools aimed at increasing business and reducing losses due to wasteful practices.
TQM originated in the 1950 's and has steadily become more popular since the early 1980 's. The methods for implementing this approach come from the teachings of such quality leaders as Philip B. Crosby,
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Continuous improvement must deal not only with improving results, but more importantly with improving capabilities to produce better results in the future. The five major areas of focus for capability improvement are demand generation, supply generation, technology, operations and people capability.
A continuous improvement process is an ongoing effort to improve products, services, or processes. These efforts can seek "incremental" improvement over time where delivery processes are constantly evaluated and improved in the light of their efficiency, effectiveness and flexibility.

PDCA CYCLE
Among the most widely used tools for continuous improvement is a four-step quality model, the plan-do-check-act (PDCA) cycle, also known as Deming Cycle or Shewhart Cycle: * Plan: Identify an opportunity and plan for change. * Do: Implement the change on a small scale. * Check: Use data to analyze the results of the change and determine whether it made a difference. * Act: If the change was successful, implement it on a wider scale and continuously assess your results. If the change did not work, begin the cycle again. Figure 1: Plan-do-check-act cycle The Plan-Do-Check-Act cycle is a model for continuous improvement used particularly when starting a new improvement project or developing a new or improved
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