Editing Total quality management (section)

==Features==
There is no widespread agreement as to what TQM is and what actions it requires of organizations,<ref name="Juran">{{Citation | last = Juran | first = Joseph M. | author-link = Joseph M. Juran | year = 1995 | title = A History of Managing for Quality: The Evolution, Trends, and Future Directions of Managing for Quality | publisher = [[American Society for Quality|ASQC Quality Press]] | location = [[Milwaukee|Milwaukee, Wisconsin]] | page = [https://archive.org/details/historyofmanagin0000unse/page/596 596] | isbn = 9780873893411 | oclc = 32394752 | url = https://archive.org/details/historyofmanagin0000unse/page/596 | access-date = 2013-10-20 }}</ref><ref name="Holmes">{{Citation | last = Holmes | first = Ken | date = 1992 | title = Total Quality Management | publisher = Pira International, Ltd. | location = [[Leatherhead|Leatherhead, United Kingdom]] | page = 10 | isbn = 9781858020112 | oclc = 27644834 | quote = Ask ten people what TQM is and you will hear ten different answers. There is no specification or standard for it, or certification programme to proclaim that you have it. What we understand by TQM probably depends on which of the thought leaders, (often referred to as 'gurus') we have come across.}}</ref><ref>{{Citation | last = Creech | first = Bill | author-link = Wilbur L. Creech | year = 1994 | title = The Five Pillars of TQM: How to Make Total Quality Management Work for You | publisher = Truman Talley Books/Dutton | location = [[New York City|New York]] | page = [https://archive.org/details/fivepillarsoftqm00cree/page/4 4] | isbn = 9780525937258 | oclc = 28508067 | quote = In fact, the term TQM has become so widely used that it has become the number one buzzphrase to describe a new type of quality-oriented management.  Thus, the name TQM now covers a very broad tent encompassing all sorts of management practices.  In my management advisory activities I run into scores of these different programs all parading under the same name.  Few are alike, and those varied programs have a wide variety of features—a mixture of the old and the new—with, in more cases than not, very little of the new.  ...  However, I have forewarned you there are almost as many different TQM programs as there are companies that have started them because that creates confusion about what to do in your own case. | url = https://archive.org/details/fivepillarsoftqm00cree/page/4 }}</ref> however a review of the original United States Navy effort gives a rough understanding of what is involved in TQM.

The key concepts in the TQM effort undertaken by the Navy in the 1980s include:<ref name="ADA202154">{{Citation | last = Houston | first = Archester |date=December 1988 | title = A Total Quality Management Process Improvement Model | publisher = Navy Personnel Research and Development Center | location = [[San Diego, California]] | pages = vii–viii | id = AD-A202 154 | oclc = 21243646 | url = http://apps.dtic.mil/dtic/tr/fulltext/u2/a202154.pdf | archive-url = https://web.archive.org/web/20131021032256/http://www.dtic.mil/dtic/tr/fulltext/u2/a202154.pdf | url-status = live | archive-date = October 21, 2013 | access-date = 2013-10-20}}</ref>
*"Quality is defined by customers' requirements."
*"Top management has direct responsibility for quality improvement."
*"Increased quality comes from systematic analysis and improvement of work processes."
*"Quality improvement is a continuous effort and conducted throughout the organization."

The Navy used the following tools and techniques:
*The [[PDCA]] cycle to drive issues to resolution
*Ad hoc cross-functional teams (similar to [[quality circle]]s) responsible for addressing immediate process issues
*Standing cross-functional teams responsible for the improvement of processes over the long term
*Active management participation through steering committees
*Use of the [[Seven Basic Tools of Quality]] to analyze quality-related issues

===Notable definitions===
While there is no generally accepted definition of TQM, several notable organizations have attempted to define it.  These include:

====[[United States Department of Defense]] (1988)====
<blockquote>"Total Quality Management (TQM) in the Department of Defense is a strategy for continuously improving performance at every level, and in all areas of responsibility. It combines fundamental management techniques, existing improvement efforts, and specialized technical tools under a disciplined structure focused on continuously improving all processes. Improved performance is directed at satisfying such broad goals as cost, quality, schedule, and mission need and suitability. Increasing user satisfaction is the overriding objective. The TQM effort builds on the pioneering work of [[W. Edwards Deming|Dr. W. E. Deming]], [[Joseph M. Juran|Dr. J. M. Juran]], and others, and benefits from both private and public sector experience with continuous process improvement."<ref name="USDODPlan">{{Citation |date=August 1988 | title = TOTAL QUALITY MANAGEMENT MASTER PLAN | publisher = [[United States Department of Defense]] | location = [[Washington, D.C.]] | page = 1 | id = ADA355612 | oclc = 831675799 | url = http://www.dtic.mil/cgi-bin/GetTRDoc?Location=U2&doc=GetTRDoc.pdf&AD=ADA355612 | archive-url = https://web.archive.org/web/20131021032704/http://www.dtic.mil/cgi-bin/GetTRDoc?Location=U2&doc=GetTRDoc.pdf&AD=ADA355612 | url-status = dead | archive-date = October 21, 2013 | access-date = 2013-10-19}}</ref></blockquote>

====[[BSI Group|British Standards Institution]] standard BS 7850-1:1992====
<blockquote>"A management philosophy and company practices that aim to harness the human and material resources of an organization in the most effective way to achieve the objectives of the organization."<ref name="Hoyle">{{Citation | last = Hoyle | first = David | year = 2007 | title = Quality Management Essentials | publisher = [[Butterworth-Heinemann]] | location = [[Oxford|Oxford, United Kingdom]] | page = 200 | isbn = 9780750667869 | oclc = 72868446 | url = https://books.google.com/books?id=o25pOeY9_CQC&pg=PA200 | access-date = 2013-10-19}}</ref></blockquote>

====[[International Organization for Standardization]] standard ISO 8402:1994====
<blockquote>"A management approach of an organisation centred 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 organisation and society."<ref name="Pfeifer">{{Citation | last = Pfeifer | first = Tilo | year = 2002 | title = Quality Management: Strategies, Methods, Techniques | publisher = [[Carl Hanser Verlag]] | location = [[Munich|Munich, Germany]] | page = 5 | isbn = 9783446220034 | oclc = 76435823 | url = https://books.google.com/books?id=C5s1pqsQgWMC&pg=PA5 | access-date = 2013-10-19}}</ref></blockquote>

====The [[American Society for Quality]]====
<blockquote>"A term first used to describe a management approach to quality improvement. Since then, TQM has taken on many meanings. Simply put, it is a management approach to long-term success through customer satisfaction. TQM is based on all members of an organization participating in improving processes, products, services and the culture in which they work. The methods for implementing this approach are found in the teachings of such quality leaders as [[Philip B. Crosby]], [[W. Edwards Deming]], [[Armand V. Feigenbaum]], [[Kaoru Ishikawa]] and [[Joseph M. Juran]]."<ref name="ASQ">{{cite web | url = http://asq.org/glossary/t.html | title = Quality Glossary - T | website = asq.org | publisher = [[American Society for Quality]] | location = [[Milwaukee|Milwaukee, Wisconsin]] | access-date = 2013-10-19}}</ref></blockquote>

====The [[Chartered Quality Institute]]====
<blockquote>"TQM is a philosophy for managing an organization in a way which enables it to meet stakeholder needs and expectations efficiently and effectively, without compromising ethical values."<ref name="CQI">{{cite web | url = http://www.thecqi.org/Knowledge-Hub/Resources/Factsheets/Total-quality-management/ | title = Factsheet: Total quality management (TQM) | website = www.thecqi.org | publisher = The [[Chartered Quality Institute]] | location = [[London|London, England]] | access-date = 2013-10-19 | archive-date = 2014-07-03 | archive-url = https://web.archive.org/web/20140703210438/http://thecqi.org/Knowledge-Hub/Resources/Factsheets/Total-quality-management/ | url-status = dead }}</ref></blockquote>

==== Baldrige Excellence Framework ====
In the United States, the Baldrige Award, created by Public Law 100–107, annually recognizes American businesses, education institutions, health care organizations, and government or nonprofit organizations that are role models for organizational performance excellence.  Organizations are judged on criteria from seven categories:<ref name="BaldrigeCriteria">{{cite web | url = https://www.nist.gov/baldrige/publications/business_nonprofit_criteria.cfm | title = 2015–2016 Baldrige Excellence Framework | website = www.nist.gov | publisher = [[National Institute of Standards and Technology]] | location = [[Gaithersburg, Maryland]] | access-date = 2015-01-10| date = 2009-08-27 }}</ref>
#Leadership
#Strategy
#Customers
#Measurement, analysis, and knowledge management
#Workforce
#Operations
#Results

Example criteria are:<ref>{{Citation | date = 2011-01-12 | title = 2011–2012 Criteria for Performance Excellence | publisher = [[National Institute of Standards and Technology]] | location = [[Gaithersburg, Maryland]] | url = https://www.nist.gov/baldrige/publications/upload/2011_2012_Business_Nonprofit_Criteria.pdf | access-date = 2010-10-20}}</ref>
*How do you obtain information on your customers’ satisfaction relative to their satisfaction with your competitors?
*How do you select, collect, align, and integrate data and information for tracking daily operations?
*How do you manage your workforce, its needs, and your needs to ensure continuity, prevent workforce reductions, and minimize the impact of workforce reductions, if they do become necessary?

[[Joseph M. Juran]] believed the Baldrige Award judging criteria to be the most widely accepted description of what TQM entails.<ref name="Juran"/>{{rp|650}}

===Standards===
During the 1990s, standards bodies in Belgium, France, Germany, Turkey, and the United Kingdom attempted to standardize TQM.  While many of these standards have since been explicitly withdrawn, they all are effectively superseded by [[ISO 9000]]:
*{{Citation | year = 1992 | title = Total Quality Management: Guide to Management Principles | publisher = [[BSI Group|British Standards Institution]] | location = [[London|London, England]] | id = BS 7850 | isbn = 9780580211560 | oclc = 655881602}}
*{{Citation | author = Electronic Components Committee | year = 1994 | title = Guide to Total Quality Management (TQM) for CECC-Approved Organizations | publisher = [[European Committee for Electrotechnical Standardization]] | location = [[Brussels|Brussels, Belgium]] | id = CECC 00 806 Issue 1}}
*{{Citation | year = 1996 | title = System zur Zukunftssicherung: Total Quality Management (TQM) | publisher = [[Verein Deutscher Ingenieure]] | location = [[Düsseldorf|Düsseldorf, Germany]] | id = VDI 5500 | oclc = 632959402}}
*{{Citation | year = 1998 | title = Total Quality and Marketing/Management Tools | publisher = [[AFNOR]] | location = [[Paris|Paris, France]] | id = FD X50-680}}
*{{Citation | year = 2006 | title = Total Quality Management: Guide to Management Principles | publisher = Turkish Standards Institution (TSE) | id = TS 13133}}