TQM Concepts

Lecture Slides

TQM Concepts

Organizational Models

Semester Model (n/a for summer)

Downloads

GE Six Sigma

Related Sites

Juran Institute

General Electric, 1998 Annual Report, Letter to Shareholders.

NIST (MBNQA)

Key Points / Outline

We explore Deming's chain reaction, the Kano model, a framework for integrating TQM concepts and tools and also organizational models (6 sigma) for implementing TQM.

• Quality Concepts

• Quality Models

Before Class

1.  Read PH Chapter 2 and 3.

Digging Deeper

"GE's Two Decade Transformation", Harvard Business School 9-399-150.

"Competing on the Eight Dimensions of Quality" by David Garvin, Harvard Business Review, November-December 1987.

"The Quality Revolution" by Robert E. Cole, Production and Operations Management, vol. 1, no. 1, Winter 1992, pp. 118-120.

"Made in the U.S.A.: A Renaissance in Quality" by Joseph M. Juran, Harvard Business Review, July 1993.

"Get Inside the Lives of Your Customers" by Patricia B. Seybold, Harvard Business Review, May 2001, pp. 80-89.

"Delivering Excellent Service:  Lessons from the Best Firms" by Robert C. Ford, Cherrill P. Heaton and Stephen W. Brown, California Management Review, Vol. 44, No. 1, Fall 2001, pp. 39-56.

"Process Management and the Future of Six Sigma", Michael Hammer, MIT Sloan Management Review, Winter 2002, Volume 43, Number 2, pp. 26-32.

"Reengineering Work: Don't Automate, Obliterate" by Michael Hammer, Harvard Business Review, July-August 1990, pp. 2-8.

"How to Make Reengineering Really Work" by Gene Hall, Jim Rosenthal and Judy Wade, Harvard Business Review, November-December 1993, pp. 119-131.

"How Process Enterprises Really Work," by Michael Hammer and Steven Stanton, Harvard Business Review, November - December 1999, pp. 108-118.

"The Empowerment of Service Workers:  What, Why, How and When" by David E. Bowen and Edward E. Lawler III, Sloan Management Review, Spring 1992, pp. 31-39.

"One more time:  How do you motivate employees?" by Frederick Herzberg, Harvard Business Review, January-February 1968, pp. 53-62.

"Managing for Quality in the US and in Japan" by Barbara B. Flynn, Interfaces 22: 5 (September-October) 1992, pp. 69-80.

"On Some Statistical Aids Toward Economic Production" by W. Edwards Deming, Interfaces 5: 4 (August) 1975, pp. 1-15.

"Why Operations Improvement Programs Fail:  Four Managerial Contradictions" by Robert S. Kaufman, Sloan Management Review, Fall 1992, pp. 83-93.

In the News

"Ignore Your Customers," Justin Martin, Fortune, May 1, 1995, p. 121-126.

Interview with Joseph Juran, Fortune, January 11, 1999.

"Six Sigma Quality." A. Blanton Godfrey. Quality Management Column, Quality Digest, May 1998, p. 22.

 Interview with Jack Welch on TQM / 6 Sigma and its benefits, Fortune (Managing Section), January 11, 1999, p. 166.

Article Links

Customer Service:  Commerce by Chuck Salter
Fast Company, Issue 58 (May 2002), p. 80-91. 

The Customer Experience Fast Company.

"Customer-izing the IRS" by Charles O. Rossotti, Strategy & Business, 2Q 2001, p. 106.  

"Jack" (cover story), John Byrne, Business Week, June 8, 1998, p. 90-111.

"Jack Welch's Encore" (cover story), Tim Smart, Business Week, October 28, 1996, pp. 155-160. (see related story about "GE's Efficiency Doctor Is In")

"The Wisdom of Chairman Ko" by Alex Markels Fast Company issue 29 page 258