This article discusses the implementation of Total Quality Management (TQM) in a company which manufactures high-technology instruments. It illustrates the experiences common to many organizations that have tried several different approaches to TQM, often without much success. In several frank interviews, employees at various levels of the organization discussed their experiences and perceptions of TQM, the reasons why previous programs were not as successful, and why they believe they have finally found the right formula.
- Continuous improvements
- High-technology manufacturing
- Quality leadership
- Total Quality Management