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Site content: The website and CD contain:
• All the materials described above in both HTML and PDF formats.
• Theory, guidelines and sources:
• An Introduction to TQM: an overview of the key concepts of Total Quality
• Trainer Guidelines: practical guidelines for trainers and facilitators.
• Origins of A Roadmap to Quality: a brief description of the ASEAN/Japan/TQM
Project that generated the TQM materials used in A Roadmap to Quality.
• A needs analysis form to help identify and collate the specific TQM-related needs of user
departments and individual employees.
• A user forum (only on the website) that allows users to share their experience of
implementing TQM, both the problems they have encountered and the solutions they
have found (see below).
Finding what you want: A Roadmap to Quality contains the equivalent of over 500 full A4
print pages, covering all of the TQM practices and procedures that a company could wish to
implement. The website and the CD have been carefully designed to enable users, in
particular trainers and facilitators, to find their way around all this material, and to easily
identify the units and texts they wish to use. The Overview provides a complete set of short
summaries of the units. From each of these there are links to a similar set of short
summaries of the texts in each unit. Cross-reference links provide quick access to other
relevant texts. Other helpful features, both for individual users and for trainers and
facilitators, include: A Roadmap to Quality 6 Introduction A Roadmap to Quality.qxd •
• 3/10/05 12:17 PM Page 7 Pop-up windows showing the graphics referred to in the text.
Pop-up definitions of TQM terminology.
Pop-up windows of each text paragraph referred to in the Discussion. Printing: All the materials are professionally laid out in an attractive PDF format. These can
be printed out from the website and photocopied for use in training courses. You can also
compile them in a loose-leaf folder as your own training manual, using the attractive
coloured cover page that is provided.
User forum: This is structured in relation to the 20 units of the Roadmap, and with
reference to different industrial sectors. If users meet some challenges in implementing the
guidelines in a specific text in their field of business, they can present this to other users from
the same sector, and find out how they have dealt with it. Or if a company has been
particularly successful with some specific implementation they can share this too with similar
companies. 7. Deciding to introduce TQM
The commitment to introduce TQM must ultimately come from senior management. Their
positive engagement in implementing TQM will make a crucial difference to its success.
However the first initiative may well be taken by one or two managers who have become
aware of TQM and the benefits it could bring, either to their own department, or
Their first objective should be to secure the active support of the CEO. It is hoped that A
Roadmap to Quality will help them to do so. They may decide to make a presentation based
on ‘An Introduction to Total Quality Management’, showing the rationale of TQM, and to
include the Overview and relevant Unit Summaries to show the practical improvements that
TQM can bring. They should, of course, relate this to the concrete improvement needs of
their company. 8. History
A Roadmap to Quality has its source in the TQM handbooks written by experts with the
Japanese Standards Association (JSA) for the ASEAN/Japan/UNIDO TQM Project. This
project, which ran from 1995 to 1999, assisted twelve pilot companies in the seven ASEAN
countries to implement a comprehensive programme of TQM. The countries which
participated were Brunei Darussalam, Indonesia, Malaysia, The Philippines, Singapore,
Thailand and Vietnam.
A summary of these handbooks together with reports and case studies from the companies
that participated in this project was published by JSA and UNIDO in 2001 in A Pathway to
Excellence. UNIDO and JSA then decided to make these handbooks available online to
SMEs in developing countries around the world. With JSA’s support UNIDO edited and
arranged the original handbooks, developed learning activities and an interactive testing
system, and has now made this available online in A Roadmap to Quality. (See Origins of
A Roadmap to Quality for more details.) A Roadmap to Quality 7 Introduction Overview.qxd 3/10/05 12:28 PM Page 1 Overview Overview.qxd 3/10/05 12:28 PM Page 2 Overview
Unit 1. Chief Executive Officer: Managing policy
The full implementation of TQM requires the commitment of the Chief Executive Officer and
senior managers. As CEO you must take personal charge, providing a vision of where your
company is going, and the leadership to realise this vision. This requires that you, with your
senior managers, define your company philosophy, and develop long-term and mid-term
plans based on this philosophy. Then translate these plans into annual managemen...
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This note was uploaded on 10/07/2013 for the course MKT marketing taught by Professor Anamika during the Spring '12 term at Punjab Engineering College.
- Spring '12