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Control Systems For Quality Management

Zulnaidi Yaacob
Published 2012 · Business

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Total Quality Management (TQM) has become a strategic effective weapon for the successful of various type of organizations. Given its strategic importance, TQM has been implemented in various organizations such as manufacturing (Arawati, 2005; Sohal & Terziovski, 2000; Zakaria, 1999); small medium enterprises (Mohd Nizam & Tannock, 2005); higher education (Cruickshank, 2003) as well as public departments (Abdul Karim, 1999; Hunt, 1995; Nor Hazilah, 2004). The quality management as a discipline has developed through several phases, starting from ‘quality by inspection’, ‘Statistical Quality Control (SQC)’, ‘Quality Assurance (QA)’, and ‘Total Quality Management (TQM)’ (Prybutok & Ramasesh, 2005). According to Kanji (2002), the ultimate goal of TQM is customer satisfaction. To achieve this, the implementation of TQM requires all members of an organization work as a team through the culture of continuous improvement. In other words, the three pillars of TQM are employee empowerment, continuous improvement and customer focus.
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