How Total Quality Management Got Xerox Back on Track

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Xerox went from being an industry leader to resting on its laurels. Their focus shifted away from improvement for the benefit of their customers. This, coupled with a financial scandal, brought the organization to the point where many financial experts believed that bankruptcy was on the horizon. A major shift in how Xerox did business […]

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Case Study: Increase Revenue by Decreasing Prices

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A division of a diversified organization develops and manufactures samples of new drugs for clinical trials. This work entails different typical manufacturing problems for the following reasons: Quantity requirements can vary from a few grams to several tons from order to order. The effort of research and development (R&D) is central; new processes have to […]

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Case Study: Improving Recruitment Processes – Part 2 of 2

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In this case study, a team strives to improve the recruiting process in a large, fast-moving consumer goods company. Part 1 focused on reducing the recruiting cycle time. Part 2 focuses on decreasing the effort required to fill a job opening. The case described here uses total quality management (TQM) to address the problem of […]

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Case Study: Improving Recruitment Processes – Part 1 of 2

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In this case study, a team strives to improve the recruiting process in a large, fast-moving consumer goods company. Part 1 focuses on reducing the recruiting cycle time. Part 2 focuses on decreasing the effort required to fill a job opening. Rising attrition is a common problem across industries. Tight monthly, quarterly and annual objectives […]

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Case Study: Reducing Turnaround Time of Lab Reports in the ICU

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A 250-bed hospital had implemented total quality management (TQM) to improve customer delight in its diagnostic clinics. After that success, the management team of the hospital was ready to proceed with further process improvement. After completing a brainstorming and prioritization exercise, the team determined to next address the problem: delay in receiving test reports for patients […]

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Resource Page: The Basics of Total Quality Management

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One of the most popular search terms on iSixSigma.com is total quality management (TQM). The best TQM references on iSixSigma can be found at the following links: Comments of – and on – Dr. James Harrington Debating the Origins of TQM Definition: Total Quality Management Introduction and Implementation of Total Quality Management (TQM) Newspaper Aims […]

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Brewing a Better Beer with TQM

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Recently, a well-established, rapidly expanding beer company invested heavily in a modern, state-of–the-art brewing facility. The new facility dramatically improved quality and productivity, and also reduced costs through the application of new technology. As a next step, the beer company began exploring methods of achieving a further quantum jump in performance. Recognizing that technology and […]

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Fixing Payroll Problems: A TQM Case Study in Human Resources

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A large, Indian, fast-moving consumer goods company had completed successful total quality management (TQM) projects to improve its manufacturing efficiency, expedite vendor payments and increase availability of finished products. For its next project, the company wanted to address problems in human resources (HR). By working with HR process owners, a focus for the project emerged […]

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Introduction and Implementation of Total Quality Management (TQM)

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Total Quality Management is a management approach that originated in the 1950s and has steadily become more popular since the early 1980s. Total Quality is a description of the culture, attitude and organization of a company that strives to provide customers with products and services that satisfy their needs. The culture requires quality in all […]

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Applying Total Quality Management In Academics

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The concept of Total Quality Management (TQM) was developed by an American, W. Edwards Deming, after World War II for improving the production quality of goods and services. The concept was not taken seriously by Americans until the Japanese, who adopted it in 1950 to resurrect their postwar business and industry, used it to dominate […]

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The Eight Elements of TQM

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Total Quality Management (TQM) is a management approach that originated in the 1950s and has steadily become more popular since the early 1980s. Total quality is a description of the culture, attitude and organization of a company that strives to provide customers with products and services that satisfy their needs. The culture requires quality in all […]

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TQM Case Study: Newspaper Focuses on Customer Service

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Quality in the total quality management (TQM) method is defined as customer delight. Customers are delighted when their needs are met or exceeded. The needs of the customer are: Product quality Delivery quality Service quality Cost value Improving customer service was the focus of two projects within the deployment of TQM in a mid-sized newspaper […]

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Reducing IT User Downtime Using TQM – A Case Study

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This Information Technology (IT) case study was done during the implementation of total quality management (TQM) in a financial services company with several hundred computers and computer users in multiple locations throughout India. The results have widespread applicability and in particular are aimed at organizations with large computer networks, IT facilities management companies and customer […]

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Improving Financial Services Through TQM: A Case Study

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The work described in this case study was undertaken in a young, rapidly expanding company in the financial services sector with no previous experience with total quality management (TQM). The quality project began with a two-day introductory awareness program covering concepts, cases, implementation strategies and imperatives of TQM. The program was conducted for the senior […]

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