Total Quality Management (TQM) illustrates what happens to a great idea that becomes faddish. Many companies adopted quality tools and techniques as a quick fix for fundamental, chronic organizational problems. Quality principles and practices weren’t integrated into the organizational culture. The result was TQM was short lived and faddish.
While TQM may have faded, personal accountability and quality performance have been integrated into every Brand U’s job. Conventional business wisdom now states that quality responsibility now rests with the person or team doing a job. This Brand U may be on the production line, help desk, or delivery route. This Brand U directly adds or degrades the value or quality of the product or service.