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Total Quality Management Essay

时间:2015-08-26 11:27来源:www.ukthesis.org 作者:英国论文网 点击联系客服: 客服:Damien
20世纪50年代,W. Edwards Deming在日本首次介绍TQM(全民质量管理)。它是基于传统质量管理的现代质量管理。随着科技和技术的发展,以及管理的要求,它变成了一个强大的系统科学。它是一种理念,组织中的每个人都要用频繁的努力提高质量,以及实现顾客的满意度 (Boyne 和 George.2002)。

Feigenbaum是来自美国的著名专家,在20世纪60年代早期给TQM定义如下:在最大的经济水平和完全满足顾客要求下能够做市场调研,涉及,制造和售后服务(Chiaburu 和 Dan, 2005)。此外,企业里的质量发展,质量维护和各部门质量提升组成了一个有效的集成系统。具体而言,TQM主要蕴含的意思是,强大客户关注,持续提升,以及员工授权。

就现在和未来来看,顾客已成为绝不能忽略的角色。“顾客中心”的管理模式正逐渐受企业高度重视。TQM聚焦于顾客价值和主导理念是“顾客的满意和认可是长期获得市场创造价值的关键。”因此,TQM必须让顾客中心理论贯穿企业管理过程,那就是在所有层面里,从市场调研到产品设计,样品,生产,检验,仓储,销售和售后服务,坚决建立“顾客优先”的态度非常重要,不仅要生产买得起的产品,而且给顾客的良好服务,最终让顾客满意放心。
 
W. Edwards Deming firstly introduced TQM (Total Quality Management) in 1950s in Japan. It is a modern quality management based on the conventional quality management. Along with the development of science and technology as well as the requirement of management, it has become a strong systematic science. It is a philosophy that involves everyone in an organization with a frequent effort improving quality and achieving customer satisfaction (Boyne and George.2002).
Feigenbaum, the famous experts from the United States, gave the definition of TQM in the early 1960s as follows: to be able to make market research, design, manufacturing and after-sales service in the most economical level, and fully meeting customer requirements (Chiaburu and Dan, 2005). Moreover, the quality development, quality maintenance and the quality improvement of various departments in the enterprise constitute an effective integrated system. Specifically, TQM implies main ideas that are, strong customer focus, continuous improvement, and employee authorisation.
 
From the perspective of present and future, the customer has become roles that should never be neglected. "Customer-centered" management model is gradually being attached great importance by enterprises (Chiaburu and Dan, 2005). TQM focus on customer value and the leading idea is "customer satisfaction and recognition is the key to gain market create value for long-term. Therefore, TQM must be taking Customer-centered throughout the enterprise management process, that is in all aspects, from market research to product design, sample, production, inspection, warehousing, sales and after-sales service, it is important to establish the "customer priority" attitude firmly, not only to produce affordable products, but also good services for customers, and ultimately make customer satisfaction assured.(责任编辑:huiyinad)


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