Is TQM the beaten path in the fast changing business environment

[sruthy]

Is TQM the beaten path in the fast changing
business environment

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What are the Focus areas in TQM ?

Customer Focus (customer driven standards, high quality,
partnership with vendors, channel partners etc)
Continuous improvement (systematic measurement and
focus on non conformance, cross functional process management
and continuous effort to improve standards)
Fact based decision making (Statistical Process Control,
Design of experiments ,FMEA, 7 statistical tools etc)
Employee orientation (Training, suggestion scheme, reward
Quality circles).

Why TQM did not take off?

Perceived as a top management initiative
Considered as related to product quality
Did not integrate with key processes
Not enough measures to track and review progress
Could not sustain the momentum over a period of time
Focus on monitoring few metrics such as product quality
Once low hanging fruits were harvested , what next was
unclear

Excellence Models

Organisations are using different excellence models
to streamline, review and improve.
CII-Exim and Malcolm Baldridge are two examples
Malcolm Baldridgehas been adopted by the Tata Group and
implemented as Tata Business Excellence Management.
Tata Steel, TCS , Tata Motors and now Titan, have been
able exploit the totality of these models to drive business
performance and achieve significant benefits.

Customer centricity

Customer centricity has been over the years become the cornerstone of business success
i.e focusing the entire organisation towards customer understanding and satisfaction
while at the same time balancing the needs of all other stakeholders.