Total Quality Management
      TQM is the systematic achievement of 
      customer and stakeholder satisfaction through 
      the coordinated actions of all employees and 
      departments in an organization
                                               
      What is Quality?
      Providing value to customers by meeting their 
      requirements and those of other stakeholders 
      through the provision of products, services and 
      the consequences of operation
                                                
       History of Quality
       Prior to World War II
          – Quality meant variation in desired physical 
            characteristics of the product 
            (Product based approach)
          – Conformance to specifications
             (Manufacturing based approach)
       Several individuals before and after the war 
          played key roles in the use of quality as a 
          management system
                                                     
      Historical Perspective
       After W.W. II, United States was the dominant economy
         – Huge war capability converted to consumer goods manufacturing
         – High awareness of quality
       Countries devastated by war
         – No infrastructure left
         – Designed more efficient and flexible
       American managers thought they were invincible
         – Management systems became obsolete
         – Quality started suffering
         – Outflow of U.S. money overseas
         – Reversal of roles
                                            
       What is TQM?
         Total Quality Management
         Not about quality alone.  It is how to make a 
          company competitive.
         It ties business goals to operating procedures.
         Promotes constancy of purpose.
         Links short-term, mid-term and long-term planning to 
          customer requirements.
         It is the management system that  works.