Re: ISO or TQM

On 13 Nov 2003 15:25:07 -0800, [EMAIL PROTECTED] (Seamus
Weatherhead) wrote:

>Approximately 5 years ago TQM was the buzzword in Quality Management
>circles.  I worked in a heavy engineering firm at that time. The firm
>in question encompassed the TQM philosophy,small improvements were
>being made on a routine basis, input was sought from employees (which
>generated a feel good factor)and although benchmarking was almost
>non-existent, it was evident that product quality improved along with
>the working environment. Everybody encompassed the term "right first
>time:- all the time).
>
>This firm then went the ISO route. Result :- more errors, higher
>labour turnover, more administration, concentration went from
>preventing errors and making improvements to measuring
>non-conformances.
>
>An non-conformance may be the fact that a measuring tape may not be
>calibrated. In an industry where the general manufacturing tolerance
>may be +/- 2mm what difference does it make to product quality that a
>measuring tape is not calibrated.
>
>Coming up to an ISO audit it was noticeable that the production
>manager was more interested in making sure that systems were working
>rather than making sure the work going out the door was correct.
>
>I have since left this firm to start my own business and am going the
>TQM route. Its customer satisfaction that counts not the systems you
>have in place.

I am clear what ISO is all about.

Can you explain what YOU mean by the 'TQM route' please.

-- 
John