Improving The Way Organizations Run

10 Elements of TQM Linear Model

1. TQM/L Decision
Top management's decision to implement TQM – the CEO's
and top management's commitment to TQM

2. Customer Focus
Understand the customer – the core of the entire TQM process.
Defining the "Voice of the Customer" is used to facilitate this
understanding.

3. Critical Processes
Identify and evaluate critical processes – the necessary steps
taken to meet and exceed customer needs.

4. Initial Teams
Initial pilot project teams – how various employees begin to
get involved in TQM (may focus on critical processes).

5. 5-Year Plan
Assess organization and create 5-year plan – based on a
thorough assessment, breakthrough objectives are established.

6. Managing Momentum
Managing TQM momentum – beginning of phase 2 organization-
wide implementation.

7. Hoshin Planning
Achieving breakthrough objectives through Hoshin Planning
– the vision and master plan guide managers to achieve
breakthrough objectives.

8. Daily Management
Daily management and standardization – allows employees to
contribute to the TQM effort by making individual job
improvements.

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Improving The Way Organizations Run

9. New Teams
New functional and cross-functional teams – builds alignment
through organization-wide interaction.

10. Evaluate Progress

Review TQM progress and revise 5-year plan – plans for the
future are based upon careful analyses of the successes and
failures of the past year's efforts.

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