Total Quality Management (TQM) is a management approach which seeks to establish zero defects in any part of an organization, and which uses teams, worker empowerment and creative problem solving to accomplish this aggressive goal. Originally developed for the manufacturing sector, TQM programs are now found throughout organizations, including marketing, production, finance and customer support. A TQM program encompasses all aspects of a company's operations, including its hiring and promotional practices, the way the company itself is structured, and the culture that the company develops. In some cases, TQM programs are implemented in companies that already have some quality emphasis; in other cases, TQM programs are laid into companies totally lacking a commitment to quality. The way in which TQM is implemented can be critical in whether the program is an eventual success or failure, but also depends on which style of TQM is implemented. This research considers the pioneering work of W. Edward Deming within TQM, and considers how his approach to TQM can influence its success.
TQM has gained much attention in recent years as American manufacturers seek to improve their productivity and their profitability. At the heart of successful TQM programs is the requirement that all employees at all levels of the organization be committed to the TQM process. In small organizations, getting all employees to be involved in the process can be accomplished through internal communications and training programs. The process has been adapted to companies that provide services rather than products, and the principles of TQM should be able to be applied to community policing, as well.
Any TQM program requires the commitment of the highest levels of the organization at the outset (Crosby, 1997, p. 73). Without this commitment, the organization cannot put the necessary resources into the TQM program, and the program will be destined for fai...