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Total quality management
Total quality management (TQM) can be defined as the application of quality principles for the integration of all functions and processes within the organization[1]. The primary focus of TQM is on customer satisfaction. To ensure long-term satisfaction, organizations must continually improve their functions and processes based on market requirements.
The basic principles of TQM were expressed by Feigenbaum in a 1956 Harvard Business Review, article entitled "Total quality control"[2]. In the article, Feigenbaum states "The underlying principle of this total quality view and its basic difference from all other concepts -- is that, to provide genuine effectiveness, control must start with the design of the product and end only when the product has been placed in the hands of a customer who remains satisfied". Therefore, TQM must begin at product conception and continue throughout its entire life cycle. Mechanisms are required which allow organizations to integrate TQM into all of their activities.
Benefits of quality
The benefits of quality to an organization are:
* customer satisfaction resulting in customer loyalty and repeat business;
* lower production costs and higher productivity;
* improved cash flow and return on investment;
* the ability to charge higher prices;
* higher stock prices; and
* reduced service calls[1].
These benefits lead directly to increased market share and improved profitability.
Quality function deployment
Quality function deployment (QFD) originated in Mitsubishi's Kobe shipyard in 1972, possibly as an outcome of Deming's teachings[3, p. 79]. The original Japanese name was hin shitsu ki no ten kai. The translation is given below:
* hin shitsu means quality or features/attributes;
* ki no means function or mechanization;
* ten kai means deployment, diffusion, or development/evolution,
The Japanese view QFD as a philosophy which ensures high product quality in the design stage[4]. The aim is to satisfy the customer by ensuring quality at each stage of the product development process.
QFD helps companies identify real customer requirements, and translates these requirements into product features, engineering specifications, and finally, production details. The product can then be manufactured to satisfy the customer. QFD is an integrative process which links together customer needs, product and parts design requirements, process planning, and manufacturing specifications during product development. Various tools and mechanisms are used to operationalize the...