Total Quality Management Case Study Ibm

3067 Words Jan 10th, 2013 13 Pages
Individual Assignment

Total Quality Management (TQM) in Organizations
Case Study: IBM

Submitted by Meric Oztekin


Firstly, I would like to give few definitions of total quality management (TQM) in order to get a better understanding in this topic. Different authors have given various definitions of TQM.
As defined by ISO, TQM is a management approach of an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society.
According to Dr.Vadim Kotelnikov, TQM refers to an integrated approach by management to focus all functions and levels of an organization
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The organisations have started with a rigour to have an edge over the global competition and in the process some have become successful. The quality movement, which drives every organisation towards the global market, seems to increase its competitive advantage for better market acceptance.


During my researches, I realised that many of the companies that have implemented TQM are large multinational corporations (MNCs) such as IBM, British Airways, Hewlett-Packard, Motorola, etc. In my study, I will analyse IBM’s total quality management system.

Briefly about IBM

IBM or International Business Machines is a well known known American computer manufacturer, founded by Thomas J. Watson (born 1874-02-17). IBM is also known as "Big Blue" after the color of its logo. The company has made everything from mainframes to personal computers and has been immensely successful selling business computers. On June 16, 1911, three successful companies decided to merge, marking the beginnings of IBM history.

The Tabulating Machine Company, the International Time Recording Company, and the Computing Scale Company of America joined together to incorporate and form one company, the Computing Tabulating Recording Company. In 1914, Thomas J. Watson Senior joined CTR as CEO and held that title for the next twenty years, turning the company into the multi-national entity.
In 1924, Watson changed the company’s name to International
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