How dealers can put TQM to work by Brian Cusimano

Deming did not like the term TQM. It was not defined, so each person using it meant something different. And the faddish nature of the term drew a large number of “hacks” (consultants who spoke with authority but without knowledge). Seeing the term TQM used now however, I find refreshing. To use the term TQM you must go against the temptation to talk only about the current fad (TQM, learning organizations, reengineering, balanced scorecard, six sigma, lean…). This author defines what he means by TQM:

• The Seven Basic Quality Tools
• lean thinking terms
• Management Improvement History