Total Quality Management: Strategies and Techniques Proven at Today's Most Successful Companies

This book explains the concept of Total Quality Management (TQM), which is a management strategy that seeks to embed awareness of quality in all organizational processes. TQM requires that an organisation maintain quality standard in all aspects of its business. This entails ensuring that things are done right the first time and that defects and waste are eliminated from operations. ISO defines 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. The book explains how 51 companies in a wide range of industries successfully employed TQM to achieve outstanding success. This is a great book for any manager from any company, large or small, in a manufacturing or service organisation.

he Baldrigde Quality System quantifies the quality of a company with a score from zero to a thousand points. Even the best companies are far behind the thousand point limit, but the writers found 53 examples that, at least for one aspect, owe almost the maximum of the available points. Ben & Jerry's, Ford, 3M and AT & T are just a few of the companies that have provided information for the book. Still the book is not a list of 'perfect case examples' but the writers managed to let the theory and practice explain solutions to daily problems and improved management techniques. Although none of the issues dealt with is explained in the smallest detail or with an extensive number of examples, but this books provides a broad view for new managers or managers new to TQM.