Introduction
Quality has been defined in different ways by different organizations and people. For example, the CEO of Fed Ex describes quality as the performance to the standard which is expected by the customer. Also, the Boeing Company defines quality as providing the customer with products and services that meet their expectations. However, quality can be defined in simple terms as the standard or the degree of excellence of something as measured against other things (Goetsch and Davis, 2014). The total quality approach is defined as the way to do business that utilizes all of the organization competitiveness using the advantage of the improved quality of its resources. Total quality approach to quality management is an interesting topic that can be understood by reflecting on the traits and the pioneers as well as researchers articulations.
Characteristics of total quality approach
Long-term commitment
The total quality approach is committed to its important target which is to achieve quality. The different quality policy must be initiated toward customers. To meet customers’ needs, it means to satisfy the customer’s requirement but not reaching the quality standards set before. Quality remains the essential principle of total quality approach ( Osayawe Ehigie & McAndrew, 2015 ).
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Education and training
Every employee or worker must possess the required education and training and be familiar with the necessary total quality approach techniques that are used in the organization.
Customer focused
It is essential to focus on the customer’s satisfaction because every activity that an organization engages in, it needs to consider the customer. The customer must be put first in every aspect of the business. Also, after a product is developed, it has to be looked through the eyes of the customer ( Osayawe Ehigie & McAndrew, 2015 ).
Freedom through control
Anyone in the organization can suggest areas for improvement. Also, the general operatives will be familiar with their jurisdiction area of work than anybody else.
Strategically based
The basis of total quality approach in the organization is human. Most people think about product quality when they hear about the total quality approach. However, it is all about the quality of employees that is the main concern of total quality approach.
The History of Total Quality Approach
History of total quality management is old as the industry itself. Specialization of labor was a concept introduced during the industrial revolution. It meant that the worker no longer made the entire product, but only a small portion of the product. Due to this productivity improved causing the cost to decrease and hence low customer expectations. The products were more complicated and therefore, it became necessary for the product to be inspected after manufacture.
In 1911, Frederick W. Taylor published the principle of logical administration thus giving birth to the procedures as movement contemplates and furthermore time considers. During the 1920s a portion of the primary quality administration seeds was planted as the introduction of the principles of logic administration in the United States. The businesses began separating planning procedure and executing the arrangement ( Petersen, 2011 ). In 1931, Walter Shewhart built up the strategies for measurable investigation and control of quality. In the 1950s a noteworthy development happened as Edwards W. Deming educated the strategies for measurable investigation and control of value to Japanese engineers and administrators. At this stage is viewed as the origin of aggregate quality administration. Later, Joseph M. Juran, the idea of controlling quality and administrative achievement as Armand V. published his book Total Quality Control which displayed the understanding of aggregate quality administration, and Philip Crosby's advancement of zero deformities cleared the way to quality change in a wide range of associations. Afterward, in 1968, the Japanese named their way to deal with companywide quality control ( Petersen, 2011 ).
Right now the quality administration framework begins to rise. Kaoru Ishikawa orchestrates the logic added to Japan's authority as a quality pioneer. In the current days add up to quality administration is the name referring to the rationality of a wide and foundational way to deal with controlling and managing the nature of associations. A portion of the quality benchmarks, for instance, ISO 9000 arrangement and quality award projects, for example, the Deming Prize determine principles and procedures that involve add up to quality administration ( Petersen, 2011 ).
The pioneers of Total Quality
Edward W. Deming
Deming was conceived in October 1900. He was a school educator, statistician, and creator. He is notable with him since he enhanced generation in the United States amid the World War II. Amid 1950 he showed top administration on the best way to enhance plan, item quality, and testing deals. He is viewed as a man who had more effect on Japanese assembling organizations than some other person who isn't of Japanese legacy ( Yusof & Aspinwall, 2012 ).
The major contribution of Deming: Deming contributed to building up the Deming cycle which is a four-stage show for doing change. Similarly, as a circle has no end, the Plan, Do Check, Act (PDCA) cycle ought to be rehashed persistently for development. The cycle is utilized as a model for the nonstop change of an association, additionally when an organization needs to begin once again change task and need to characterize a dull work. Additionally, it can be utilized while actualizing any change.
Deming philosophy : Deming taught that by adopting principles of management that are appropriate, the organization could increase the quality and at the same time reduce the costs by reducing rework, wastes, and litigation. The secret is to continue the practice to improve manufacturing system in smaller portions.
Joseph M. Juran
Juran was born in December 1904. A philanthropist and an industrial engineer, Juran is widely known as a genius in industrial quality and also the business. He made huge contributions to management theories, human resource management and also consulting ( Yusof & Aspinwall, 2012 ).
Major contributions of Juran: He pioneered the Juran Basic Steps to advance. The initial step is to accomplish organized changes on ceaseless premise joined with devotion and a feeling of criticalness. Furthermore, is to set up a broad preparing program and in conclusion, creating duty and authority concerning higher administration. Juran also developed the ten steps to quality improvement that include;
1. Create awareness of the need
2. Goal setting
3. Plan development
4. Training
5. Solving problems by conducting projects
6. Progress report
7. Recognize success
8. Result communication
9. Keeping scores
10. Momentum maintenance
The third commitment to quality is the Pareto Principle and the Juran Trilogy. The standard expresses that the association should focus their vitality on disposing of the imperative couple of sources that reason the larger part issue. The set of three includes quality arranging which incorporates creating items, frameworks, and procedures expected to meet or surpass client desires. Secondly, it involves the quality control which has different processes such as the assessing actual quality performance, comparing performance with goals and also acting on the differences between goals and performance. Third, the trilogy involved the quality improvement which should be ongoing and continual.
Philip B. Crosby
Philip was born in June 1926. He developed the principle of DRIFT meaning doing it right the first time. He later developed other extra four principles which are quality is conformance to requirements, the performance standard is zero defect, the management system is prevention, and lastly, the measurement system is the cost of quality ( Yusof & Aspinwall, 2012 ).
Major contributions of Crosby : First, he pioneered the Crosby’s Quality Vaccine which included determination, education, and implementation. Later he developed the fourteen steps to quality improvement.
Conclusion
Quality is termed as the standard or the degree of excellence of something as measured against other things. The total quality approach is defined as the way to do business that utilizes all of the organization competitiveness using the advantage of the improved quality of its resources. However, a total quality approach has various traits. First is the long-term commitment where the overall quality approach is committed to its important target which is to achieve quality. The different quality policy must be initiated toward customers. To meet customers’ needs, it means to satisfy the customer’s requirement but not reaching the quality standards set before. Second is the education and training where every employee or worker must possess the required education and training and be familiar with the necessary total quality approach techniques that are used in the organization. The third trait is the customer focusing, an essential entity that enriches and needs an organization to focus on the customer’s satisfaction because every activity that an organization engages in, it needs to consider the customer. The customer must be put first in every aspect of the business. The forth characteristics are the freedom through control where anyone in the organization can suggest areas for improvement. Also, the general operatives will be familiar with their jurisdiction area of work than anybody else. Finally, a strategically based approach is the last characteristic where the basis of total quality approach in the organization is human. Most people think about product quality when they hear about the total quality approach.
We have various pioneers of total quality. The first pioneer is Edward Deming who was born in October 1900. He was a school educator, statistician, and creator. He is notable with him since he enhanced generation in the United States amid the World War II. Deming contributed to building up the Deming cycle which is a four-stage show for doing change. More so, Deming taught that by adopting principles of management that are appropriate, the organization could increase the quality and at the same time reduce the costs by reducing rework, wastes, and litigation. The second pioneer was Joseph Juran who was born in December 1904. A philanthropist and an industrial engineer, Juran is widely known as a genius in industrial quality and also the business. He made huge contributions to management theories, human resource management and also consulting. On his significant contributions, he pioneered the Juran Basic Steps to advance. The initial step is to accomplish organized changes on ceaseless premise joined with devotion and a feeling of criticalness. Others include Philip B. Crosby who developed the principle of DRIFT meaning doing it right the first time. He pioneered the Crosby’s Quality Vaccine which included determination, education, and implementation.
Works Cited
Goetsch, D., and Davis, S.B. (2014). Quality management for organizational excellence. Upper Saddle River, NJ: pearson.
Osayawe Ehigie, B., & McAndrew, E. B. (2015). Innovation, diffusion and adoption of total quality management (TQM). Management Decision , 43 (6), 925-940.
Petersen, P. B. (2011). Total quality management and the Deming approach to quality management. Journal of management History , 5 (8), 468-488.
Yusof, S. R. M., & Aspinwall, E. (2012). Total quality management implementation frameworks: comparison and review. Total quality management , 11 (3), 281-294.
