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Total Quality Management Introduction: 2History of Quality Movement 2The three elements of the Juran Trilogy: 31. Quality planning 32. Quality control 33. Quality improvement 3Deming?s 14 points 31. Constancy of purpose 42.

Adopt the philosophy 43. Don?t rely on mass inspection 44. Don?t award business on price 45. Constant improvement 46.

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Training 47. Leadership 48. Drive out fear 49. Break down barriers 410.

Eliminate slogans and exhortations 411. Eliminate quotas 412. Pride of workmanship 413. Education and retraining 414. Plan of action 4The seven diseases 4Malcolm Baldrige Award 5Reasons for creating the Baldrige Award 6How the Baldrige Award Works and how it is judged 7Two dimensions of criteria used for organization evaluation 7ISO 9000 8Brief Overview of ISO 3001 Requirements 8ISO believes that organizations should: 9ISO distinguishes between quality system requirements and product quality requirements.

9ISO distinguishes between four types of products: 9The quality of your product depends on: 9Your customers are likely to place a higher value on your products if: 9All work is a process. 9An organization is a network of processes. 10Product quality depends on how well this network works. 10Quality Pays 10What is TQM 10What is a Total Quality Management System 10TQM 11The Key to Executive Commitment 12Aligning Total Quality Management and the Corporate Culture 12Understanding the Dynamics of Change 13Meeting Customer Requirements 13Benchmarking Concepts 13Types of Benchmarking 13Internal 13Competitive 14Functional/Generic Benchmarking 14Why Use Benchmarking 14What to Benchmark 14Benchmarking?What It Is and What It Isn?t 14Benchmarking is: 14Benchmarking Isn?t: 14Conclusion: 15References 17 Introduction: Management thinking is undergoing a paradigm shift.

Mandates that are guiding managements thought since the 1990s is efficiency and economies quality, benchmarking, pg, program, business, process, organization, work, processes, dobyns, crawford-mason, 275-286, system, managers, practices, people, customers, change, been, spendolini, it?s, internal, because, productivity, parts, organizations, now, management, make, involves, information, competitive, world, workers, without

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