Dr. Jamshed H. Khan
Source: ICQI 2000 – Pakistan 6th International Convention on Quality Improvement, Lahore
Publisher: PIQC Institute of Quality
Intense global competition and diminishing trade barriers are making it more and more difficult for companies to maintain their market share. To survive in such a competitive environment a business must maximize total value that it delivers to the customer while minimizing the real costs. To achieve this difficult task a successful business needs to foster a culture where each and every member of the organization is continually striving to delight the customer while minimizing wastage of resources. This customer-focused culture, which also emphasizes continuous improvement, is called Total Quality Management (TQM). Different approaches to developing this culture is the main focus of this paper.
Six successful TQM implementations in Pakistan are studied in detail to develop recommended guidelines for successful TQM implementation in Pakistan. The implementation processes followed by these companies are broadly categorized as: revolutionary and evolutionary. This paper outlines these approaches and suggests when either approach would be more suitable than the other.