Implementing Total Quality Management (TQM) II: A Facilitator's Guide

摘要

This Special Report deals with a tool to facilitate the transition from atraditional management environment to a Total Ouality Management (TOM) environment through the use of the Methodology for Generating Efficiency and Effectiveness Measures (TOM/MGEEM). It provides TOM facilitators with a step-by-step explanation of the TOM/MGEEM process for building a quality measurement system based on an organization's mission statement and customer needs. Preparation of the organization for reception of a TOM measurement system as well as preparation for the development sessions is discussed. The team mindset a facilitator needs to cultivate and potential pitfalls that a facilitator may encounter are discussed. The membership of the development teams as well as each of the tasks that the teams need to accomplish (review of mission statement, identification and prioritization of customers and suppliers, identification of Key Result Areas, development of indicators, and Mission Effectiveness Charts) are discussed. A brief discussion of how to use the development TOM/MGEEM measurement development system is also included.