Making TQM Work

TQM or Total Quality Management is a blueprint for tomorrow's business. It improves quality, boosts productivity, and cut costs. TQM companies are twice as profitable as ordinary firms.

In Making TQM Work, Kit Sadgrove shows the best way to introduce TQM, and explains why so many programmes fail. There is a step-by-step guide to implementing TQM, while eight checklists assesses your progress towards total quality.

The book is free of jargon and theory. Full of charts, case studies, and action plans, it provides an easy-to-follow strategy for achieving total quality.

1. What is TQM?
   • How quality affects the customer
   • You need the four essentials
   • Methods for improving quality
   • So what is TQM?
   • Understanding the principles
   • 12 TQM concepts
   • Does TQM work?
   • TQM is growing
   • Is there a problem with TQM?
   • Why TQM often fails
   • How does TQM work?
   • The benefits of a TQM programme
   • Self-assessment
2. What You Need to Make TQM Work
   • Decide why you are introducing TQM
   • Get corporate commitment
   • Devote time to the project
   • Give it several years to work
   • You need money
   • Nominate a TQM facilitator
   • Nominate a director
   • Set up a quality council
   • See how other firms do it
   • Values, vision and mission
   • Adopt an ethical approach
   • Be prepared for resistance
   • Handle people's new-found interest properly
   • Manage investment
   • Self-assessment
3. How to Improve Customer Satisfaction
   • Keeping the customer satisfied
   • Do a customer survey
   • Meet the real customers
   • Get close to customers
   • Improve service quality
   • Evaluate your internal customers
   • Self-assessment
4. Help Your Managers Become Leaders
   • What do the company think of its staff?
   • Allocate management responsibilities
   • Organise by process not function
   • Reduce management layers
   • Identifying management attitudes
   • Training managers in TQM
   • Develop a core of workers
   • Make a commitment to staff
   • Reduce the stress
   • Say thank you
   • Adopt common personnel policies
   • Improve communications
   • Self-assessment
5. Bring Out the Best in Your Staff
   • Do a staff attitude survey
   • Empower staff
   • Counselling skills
   • Change job titles
   • Provide better working conditions and facilities
   • Carry out staff training
   • Help staff to develop their careers
   • Set up a suggestion scheme
   • Hold open days
   • Self-assessment
6. Use Teamwork
   • Introduce cell working
   • Prevent problems, don't solve them
   • Set up project teams
   • Quality groups
   • How to structure a group
   • Improvement teams
   • What kinds of projects should be undertaken?
   • Making the projects work
   • Self-assessment
7. How to Make Your Product World Class
   • Map the process
   • Analyse the process
   • Improve your processes continuously
   • Zero defects
   • Re-engineering
   • Develop a closer relationship with suppliers
   • Self-assessment
8. Improve Quality Through Simple Measurements
   • What should be measured?
   • Taking measurements
   • Display the data
   • Carry out benchmarking
   • Measure the cost of poor quality
   • Brainstorm solutions
   • Self-assessment
9. Adopt a Systematic Approach
   • Why ISO 9000 helps TQM
   • How to fit ISO 9000 inside TQM
   • What the right system looks like
   • Making quality programmes work together
   • The Baldridge, European and UK Quality Awards
   • Self-assessment
10. How to Get Started in TQM
    • Action plan
    • Decide whether to use consultants
11. Further Information
    • What the words mean
    • Addresses

Introduction to TQM. Could have been better.