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TQM philosophy
Figure 2 Components of TQM philosophy and their interrelationships
TQM philosophy consists of four basic
beliefs, which are as follows:
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Impact of total quality management on productivity The TQM Magazine
Jamshed H. Khan Volume 15 · Number 6 · 2003 · 374-380
377
Impact of total quality management on productivity The TQM Magazine
Jamshed H. Khan Volume 15 · Number 6 · 2003 · 374-380
In comparison with percentage changes over Xerox had reduced its average manufacturing
the ten year period (2 6 to +3) of profitability costs by 20 per cent. There was an increase in
(107.12 per cent), sales (63.75 per cent), the average revenue produced by each person
growth in employment (17 per cent) and in in the business products and systems group by
total assets (45.46 per cent); a negative change 20 per cent, and the time required to bring out
in total costs/sales (2 1.27 per cent) is quiet new products to market was reduced by an
insignificant. average of 25 per cent. More than 70 per cent
Some examples of organizations benefiting of the company’s workforce participated in
from incorporating a TQ culture in their about 2,500 problem solving and quality
organization are given below. improvement teams around the world. The
supplier base also declined to 350 as
compared to 5,000 at one time.
Individual examples of TQM effects on Xerox’s revenues and profits have increased
international firms by more than 30 per cent per annum since
1991 and its share of the US document-
Granite Rock Inc. outsourcing market has risen to 40 per cent;
In 1993 after four years of TQ efforts, almost three times the share of its nearest
customer accounts at Granite Rock, increased competitor.
by 38 per cent, when overall construction
spending in its market area declined by over
40 per cent.
Individual examples of TQM effects on
local firms
Motorola
Due to TQ efforts Motorola’s employee Consumer product company
productivity improved 100 per cent from Within three years of implementing the TQM
1988 to 1994 at an annual compound rate of philosophy, the company experienced a
12.2 per cent. Motorola has driven down progress of 107 per cent in its return on
manufacturing time for pagers from 40 days employees whereas the revenue per employee
to less than one hour. had increased to 25 per cent. Consequently
the total revenues of the company rose to an
3M impressive 130 per cent.
3M dental products division, a Minnesota- The impact of TQM on company
based supplier of dental products competing operations was clearly exhibited by the
in a $4 billion global market with over 100 inventory turnover ratio, which improved by
competitors, has doubled global sales and 56 per cent (an increase from 8.7 times to 13.6
market share over the past 10 years and, from times).
1991 to 1996, doubled its rate of profit.
Solectron
Solectron, a worldwide producer of Engineering service company A
electronics design, manufacturing and TQM helped this company reduce the defect
support services to leading original equipment rate of its products by 8 per cent (from 12 per
manufacturers, has, on average, experienced cent to 4 per cent) within three years. Its
revenue growth of 47 per cent per annum, well operations became highly efficient in terms of
above the electronics manufacturing services a reduced lead-time from ten weeks to six
industry’s 10 per cent. Consequently, the weeks and the inventory turnover ratios
company has doubled its market share since showed an increment of 63 per cent (from
1992. In addition, from 1991 to 1997, 1.66 times to 2.71 times).
Solectron’s stock has significantly The company became adept at asset
outperformed its largest competitor and even utilization and experienced an increase in
S&P500. return on assets by 7 per cent whereas its
return on employees rose to 219 per cent. The
Xerox output per employee grew to 57 per cent,
Four years after having introduced the which consequently pushed the revenue per
“Leadership through Quality” program, employee to a substantial 102 per cent.
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Impact of total quality management on productivity The TQM Magazine
Jamshed H. Khan Volume 15 · Number 6 · 2003 · 374-380
Conclusion
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empirical investigation of their impact on programs: exploring a paradox of organizational
performance”, ASQ Quality Management Journal, improvement”, Management Science, Vol. 43 No. 4,
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Prentice-Hall International, New York, NY. quality improvement approach”, AACE International
Transactions, pp. PC.01.1-PC.01.7.
Peters, T. and Austin, N. (1985), A Passion for Excellence,
Thompson, K.R. (1998), “Confronting the paradoxes in a
Random House, New York, NY.
total quality environment”, Organizational
Senge, P.M. (1990), The Fifth Discipline, Century Business, Dynamics, Winter, pp. 62-74.
London. Van Horn, L.H. (1997), “Improving results through total
Shin, D., Kalinowski, J.G. and El-Enein, G.A. (1998), quality management”, American Agent & Broker,
“Critical implementation issues in Total Quality June, pp. 46-9, 69-72.
Management”, SAM Advanced Management Weaver, C.N. (1995), Managing the Four Stages of TQM,
Journal, Winter, pp. 10-14. ASQC, Milwaukee, WI.
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