TQM: An Overview and the Role of Management

Abstract

TQM: An Overview and the Role of Management 5 keep a unit in operation and in trying to emphasize excellence, just count the number of times the word 'quality' is used in the argument or presentation. Quality as a concept is quite difficult for many people to understand, and much confusion and myth surround it. In a linguistic sense, quality originates from the Latin word 'qualis' which means 'such as the thing really is'. There is an international definition of quality: 'the degree to which a set of inherent characteristics fulfils requirements' (ISO 9001 2015). However, in today's business world there is no single accepted definition of quality. Irrespective of the context in which it is used, it is usually meant to distinguish one organization, event, product, service, process, person, result, action, or communication from another. Preventing confusion and ensuring that everyone in an organization is focused on the same objectives, there should be an agreed definition of quality. For example, BetzDearborn Inc. defines quality as: 'That which gives complete customer satisfaction', and Rank Xerox (UK) as 'Providing our customers, internal and external, with products and services that fully satisfy their negotiated requirements'. North West Water Ltd use the term 'business quality' and define this as: Understanding and then satisfying customer requirements in order to improve our business results. Continuously improving our behaviour and attitudes as well as our processes, products and services. Ensuring that a customer focus is visible in all that we do.

Redefining quality in terms of value, risk and cost: a literature review

“…The customers' needs and wants (also represented by clouds), partly informed by past experience of the product/service, are captured through market research, or otherwise developed from hypothesised market needs. Quality design translates these into product, service and process specifications (Luning and Marcelis, 2007;Dale et al, 2016).…”

“….] focused on fulfilling quality requirements" (ASQ, 2020; ISO, 2015a; Dale et al, 2016) and involves continually monitoring the technical and human IJQRM 38,5 processes and takes corrective action, preventing unwanted variations (Evans and Lindsay, 2004). Quality assurance (QA) is "[.…”

“….] focused on providing confidence that quality requirements will be fulfilled" (ASQ, 2020; ISO, 2015a; Dale et al, 2016) and involves provision of confidence to customers or third parties (e.g. via certified systems or documented evidence) that QC is being routinely and effectively applied.…”

“…via certified systems or documented evidence) that QC is being routinely and effectively applied. Quality improvement (QI) is a systematic approach to continually improving the system, reducing variation and introducing new breakthrough innovations (Dale et al, 2016;Juran, 1951). All relate to the design stage and all other elements of the value stream (given that design activities can be controlled, assured and improved).…”

Sustainable Enterprise Excellence: Cohesion of TQM/Be Models, Iso Standards and Sustainability

“…In general, an improvement in the economical performance is measured as strong driver for success (Dale 1999), but now the social responsibility of business has been indicated among the key drivers of corporate performance (Zairi and Peters, 2002). 'Sustainability' can mean different things to different organizations.…”