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Beyond Performance Management: Why, When, and How to Use 40 Tools and Best Practices for Superior Business Performance by Steve Player, Jeremy Hope

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18

TOTAL QUALITY MANAGEMENT

What is this practice and how effective is it?

Total quality management (and ISO 9000 and its subsequent series of numbers) promises better quality products and more-satisfied customers. Most governments and large, global organizations now demand that their suppliers be “ISO9000 certified” before they will deal with them. However, total quality management has a reputation for being bureaucratic and lacking practical application because it imposes rigid—one size fits all—standards not just on product development but also on a company’s management processes. Few people would argue against total quality, but is standard practice the best way to achieve it? We will look at the balance of the argument.

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