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Total Quality Management (TQM) Survey Paper
Jacalyn Sponberg
Quality Management and Productivity MGT/449
Instructor: Qiang Cao
June 11, 2006
Total Quality Management (TQM) is seen as the fix-all for any company suffering
problems with providing quality products or services to their customers. TQM is a system
that focuses on the problems at hand and addresses them through employee education and
training. It is a long-term solution to the company problems of low performance.
Management is trained to prevent errors before they even occur thus allowing a quality
product to be created and sold to the customer. Six Sigma is a way to measure this quality
performance and it is used by many companies today as a guidepost. Several sectors of the
business world employ TQM to enhance their company performance and to remain
competitive in today marketplace.
The manufacturing sector is made up of companies engaged in the mechanical, physical, or
chemical transformation of materials, substances, or components into new products
(Monnot, 2004). Anything that is transformed from random parts into a usable product for
the consumer is considered a manufactured product. Wausau Windows is an example of an
organization that is a member of the manufacturing business sector. Wausau Windows
main goal is produce quality windows and accompanying products that satisfy their
customer needs. For more than 45 years, the company and its extended team of
manufacturers have worked with architects, building owners, and contractors to design
custom windows and wall systems for customers (Monnot, 2004). Wausau Windows
handles everything from the initial design to installation and quality is the key to their
success.
Wausau Windows is committed to superior customer service and their achievement is
shown in their financial success. They have been able to improve their manufacturing
capabilities over the years to remain competitive and provide the quality products that their
customers desire. They listen closely to the voice of their customers and try to anticipate
their needs. Their efforts focus on achieving better quality at a lower cost. TQM and Six
Sigma provide them with a process that uses fact based analytical tools and methodologies
to prevent defects and eliminate unnecessary excess in products, processes, and services.
This further reduces cycle times and helps them manage costs, which ultimately allows
them to generate a greater value for their customers (Monnot, 2004).
TQM and Six Sigma have also allowed the contribution of all employees from
management on down to machine operators. It is team work that is the key to success and
