Quality Is King: Deming's Point No. 3- Cease dependence on inspection to achieve quality. Eliminate the need for inspection on a mass basis by building quality into the product in the first place.
We noted in a previous article that achieving and maintaining high quality in your product or service is the entry price for playing the marketing game in the world today. It is simply not credible that you can implement a CRM program without clearing this hurdle. I believe a quick review of Total Quality Management may be in order here.
In thinking about TQM, the story of Republic Steel comes to mind. Republic was a company the made steel right here in the United States long after others had decided they had met their match and quit business. Republic Steel was of such quality that even the Japanese admired their output. Republic accomplished this without any quality control inspectors. How did they do it? They developed a culture in which each worker took total responsibility for his or her own work.
Total Quality Management (TQM) is a way to eliminate the need for inspection. The elements of a TQM program include:
TQM leadership requires a manager to:
- Provide an inspiring vision and actively guide transformation.
- Ensure strategic directions are clearly defined and understood.
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