14+ Principles of Total Quality Management (TQM)
Copyright©1994 by Joseph Auciello,
TQM: "Doing the Right Thing, Right the First Time, All the Time; Always striving for Improvement & always satisfying the Customer." [DOD 1989]
1. ADD VALUE TO THE PROCESS: Every action by every employee
should add value to the process or product in every way all
the time. Enhance your work by your actions.
2. DELIVER QUALITY ON TIME ALL THE TIME. Develop a pattern of
delivering perfect products & services on time. Rate your
sources by their ability to do this.
3. BASE BUSINESS RELATIONSHIPS ON MUTUAL TRUST and confidence:
Providers and Suppliers build trust and confidence through
quality and deliverability. Customers build it by quick
payment and clear lines of communication. Reliability,
Forthrightness, and Honesty are the Basis of forming
4. TRAIN INDIVIDUALS AND TEAMS TO SOLVE PROBLEMS:Teach Problem
-Solving Tools / Techniques & Teaming as the means to solve
quality, safety, productivity, and deliverability problems.
5. EMPOWER EMPLOYEES TO BE RESPONSIBLE for Quality, Safety,
Productivity and Deliverability. Empowering means giving
workers responsibility for their actions affecting their
work. Share governance.
6. DEED 'OWNERSHIP' OF PROCESS TO EMPLOYEES who have proven
their capability. Reward and reinforce empowerment with
Incentives, Job Security and Equity Sharing. Make employees
owners of the process, not attendants.
7. IMPLEMENT THE NEW TECHNOLOGY: Use modern information
resources, INTERNET, databases, telecommunications,
applications software, and project scheduling as tools to
improve productivity. Use Statistical Process Control (SPC)
to eliminate errors and defects and continually improve the
8. COLLECT, MEASURE AND EVALUATE DATA before Making Decisions.
"It never hurts to turn the light on." (J. DeSimone). Make
Decisions based on evidence. "If you can't measure it, you
can't evaluate it."
9. APPLY THE '80/20' PRINCIPLE: Use this Problem-Solving Tool
to put problems into 'Trivial Many' and 'Vital Few'
Categories. Record the causes and frequencies of problems
on a Tally Sheet. Develop this into a Pareto Chart which
plots the frequencies (most- to least-important) of the
problems. 20% of the causes create at least 80% of the
problems. Importance of resolving vital problems first.
10. DEVELOP 'WIN-WIN' SCENARIOS: Create solutions that will
benefit all parties. Cooperation that develops synergism is
the best solution.
11. DEVELOP A MASTER PLAN: Good Design Precedes Good Craftsmanship.
A well-designed plan tracks and benchmarks an action through to its completion.
"Quality begins at the Design Level." (Marty Madigan)
12. PLAN FOR ALL CONTINGENCIES: Prepare for all solutions by
developing alternatives. If necessary, flowchart plans
dealing with all possible alternatives. Apply 'If-Then-Else'
type of logic to problems.
13. MAKE ZERO DEFECTS AND ACCIDENTS YOUR GOAL: Use the tools of
TQM, SPC, and Problem-Solving to achieve these goals by
detecting and eliminating the causes.
14. QUALIFY YOUR SOURCES AND SUPPLIERS: Use Quality and Deliverability as the basis for selecting the source of your
materials and services.
15. DELIVERABILITY: The Right Product at the Right Place at the
Right Time. In world-class Just-in-Time (JIT) delivery
systems, source parts are used without delay and inspection
in the process.
16. MEET THE NEEDS OF YOUR CUSTOMERS: Customers are anyone
affected by your work: co-workers, team members, management,
& especially the end-users. They are the rationale for your
work. The justification for your work is to deliver
products or services that meet or exceed their requirements.
17. IMPROVE CONTINUOUSLY AND ALWAYS: Institute continuous
improvement & life-long education, principles based on the 14
Points by W. Edwards Deming. Optimize your curve. They
constitute an ever expanding continuum. Add to this list.
TQM which calls for employees to share governance of the process, and the new mandates for technical and problem-solving training for employees is the foundation of a new culture that will dramatically improve the way we work and live. The quality of life of all Americans will be improved by the positive changes made in the workplace.