| Notes |
Development in the United States[edit]
In the spring of 1984, an arm of the United States Navy asked some of its civilian researchers to assess statistical process control and the work of several prominent quality consultants and to make recommendations as to how to apply their approaches to improve the Navy's operational effectiveness.[3] The recommendation was to adopt the teachings of W. Edwards Deming.[3][4] The Navy branded the effort "Total Quality Management" in 1985.[3][Note 1]
From the Navy, TQM spread throughout the US Federal Government, resulting in the following:
The creation of the Malcolm Baldrige National Quality Award in August 1987
The creation of the Federal Quality Institute in June 1988
The adoption of TQM by many elements of government and the armed forces, including the United States Department of Defense,[5] United States Army,[6] and United States Coast Guard[7]
The US Environmental Protection Agency's Underground Storage Tanks program, which was established in 1985, also employed Total Quality Management to develop its management style.[8] The private sector followed suit, flocking to TQM principles not only as a means to recapture market share from the Japanese, but also to remain competitive when bidding for contracts from the Federal Government[9] since "total quality" requires involving suppliers, not just employees, in process improvement efforts.
Baldrige Excellence Framework[edit]
In the United States, the Baldrige Award, created by Public Law 100-107, annually recognizes American businesses, education institutions, health care organizations, and government or nonprofit organizations that are role models for organizational performance excellence. Organizations are judged on criteria from seven categories:[19]
Leadership
Strategy
Customers
Measurement, analysis, and knowledge management
Workforce
Operations
Results
Example criteria are:[20]
How do you obtain information on your customers’ satisfaction relative to their satisfaction with your competitors?
How do you select, collect, align, and integrate data and information for tracking daily operations?
How do you manage your workforce, its needs, and your needs to ensure continuity, prevent workforce reductions, and minimize the impact of workforce reductions, if they do become necessary?
Joseph M. Juran believed the Baldrige Award judging criteria to be the most widely accepted description of what TQM entails.[10]:650 |