Feigenbaum first proposed the concept of total quality management (TQM). Total quality management is to be able to carry out market research, design, production and service at the most economical level, taking into account the conditions that fully meet user requirements, and constitute the activities of various departments within the organization to develop, maintain and improve quality. One effective system.
In the 2000 edition of the ISO 9000 standard, eight principles of quality management were proposed. These eight principles reflect the basic idea of total quality management. These eight principles are
(1) focus on the customer. "Organizations depend on customers. Therefore, organizations should understand the current and future needs of customers, meet customer requirements and strive to exceed customer expectations." Customers are the most important factor in determining the survival and development of an enterprise. Serving customers and meeting their needs should become The premise of the existence of the enterprise and the basis of decision-making. In order to win customers, an organization must first have a deep understanding and grasp of the current and future needs of customers, and only on this basis can meet customer requirements and strive to exceed customer expectations. In order to ensure that business operations are customer-centric, companies must put customer requirements first.
(2) Leadership. "Leaders establish a unified purpose and direction for the organization. They should create and maintain an internal environment that enables employees to fully participate in the achievement of organizational goals." Participate in an environment that achieves organizational goals, thereby leading all employees to achieve goals.
(3) Full participation. "People at all levels are the foundation of the organization, and only with their full participation can their talents bring benefits to the organization." The quality of products and services is a direct or indirect reflection of the quality of work of all departments and personnel in an enterprise. Therefore, the quality management of an organization requires not only the correct leadership of the top management, but also the participation of all staff. Only their full participation can bring their talents to the greatest benefit of the organization. In order to stimulate the enthusiasm of all employees to participate, managers should educate employees on quality awareness, professional ethics, customer-centric awareness and professionalism, and also stimulate their enthusiasm and sense of responsibility through institutionalized methods. In the process of full participation, teamwork is an important way, especially cross-departmental teamwork.
(4) Process method. "Managing activities and related resources as a process can achieve the desired results more efficiently." The theory of quality management believes that any activity is achieved through a "process". By analyzing the process, controlling the process and improving the process, we can control all activities and all links that affect the quality to ensure the high quality of products and services. Therefore, when carrying out quality management activities, it is necessary to focus on the process, and to manage the activities and related resources as a process, in order to obtain the desired results more efficiently.
(5) A systematic approach to management. "Identifying, understanding, and managing interrelated processes as a system helps organizations improve the effectiveness and efficiency of achieving goals." Quality management requires a systematic approach. This idea should be reflected in all aspects of quality management work. This is especially true when establishing and implementing a quality management system. Generally, its system thinking and method should follow the following steps: determine customer needs and expectations; establish the organization's quality policy and objectives; determine the process and responsibilities; determine the measurement method of process effectiveness and use it to measure the effectiveness of the current process; , determine the direction of improvement; implement the improvement; monitor the improvement effect, evaluate the results; review the improvement measures and determine the follow-up measures, etc.
(6) Continuous improvement. "Continuous improvement of overall performance should be an eternal goal of the organization." The goal of quality management is customer satisfaction. Customers need to constantly improve, therefore, companies must continue to improve in order to continue to obtain customer support. On the other hand, the intensification of competition has made the operation of enterprises in a situation of "going against the current, if you don't advance, you will retreat", requiring enterprises to continuously improve in order to survive.
(7) Make decisions based on facts. "Effective decision-making is based on data and information analysis." In order to prevent mistakes in decision-making, it must be based on facts. To this end, extensive collection of information is necessary, and data and information are processed and analyzed scientifically. You can't rely on "experience and luck". In order to ensure the sufficiency of information, the information system inside and outside the enterprise should be established. Adhering to fact-based decision-making is to overcome the bad decision-making style of "unclear situation, great determination, and countless ideas in mind".
(8) Mutually beneficial relationship with suppliers. "Organizations and suppliers are interdependent, and a mutually beneficial relationship can enhance the ability of both parties to create value." In the current business environment, enterprises and enterprises have formed a "symbiotic and prosperous" enterprise ecosystem. The cooperative relationship between enterprises is no longer a short-term or even one-time cooperation, but a long-term cooperative relationship that is committed to the common development of both parties.
Total quality management can be summarized into two basic principles:
(1) To meet the needs of users, continuous improvement, and ultimately achieve the overall satisfaction of users.
(2) Based on the participation of all staff, the quality control of the whole process is carried out.
In the specific implementation of total quality management, five steps can be followed, which are decision-making, preparation, initiation, expansion and synthesis.
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