TQM管理技术和管理模式案例研究

The Case Study of TQM Management Techniques and Modes

全面质量管理（Total Quality Management， 简称TQM）是企业管理的重要内容，但很多企业在运用时流于形式。TQM是一项系统工程，不仅需要强烈的“问题”、“改善”意识，更需要的是要“改革”、“实践”、“应用”。随着新经济时代的到来，企业管理对其高效性、竞争力将有更高的要求，而TQM作为企业管理的重要内容，越来越成为管理界的共识，越来越发挥出重要的作用。本论文研究了美国总统轮船公司（American President Lines Co.，Ltd. 简称ＡＰＬ）南京分公司全面质量管理的情况，从理论和实践的结合上深入研究了TQM及其应用。论文首先介绍了APL高效、合理的质量管理体系和公司组织结构，它为实施TQM提供了有效的组织保证。多年实践证明，TQM在APL和顾客中取得了双赢绩效。论文进一步研究了TQM中的质量改进(Quality Improvement， 简称QI)小组的组织形式、组织原则、小组成员、具体任务以及工作阶段和步骤，这是一种合乎逻辑的、极其有效的工作程序，说明实施TQM有规律可循。最后根据QI七个工作步骤，对QI工作过程进行了深入的分析，说明QI是实施TQM，改进、提高工作质量的一个非常重要的环节，不但清晰地找出了TQM过程中的问题，而且分析了产生问题的各种原因，明确提出了解决问题的措施及实施方案?

Total Quality Management (TQM) is an important substance of business management.However, many of the practices are overplayed or forced. TQM is a kind of system engineering. What is required is not only the consciousness of “Task”, “Improvement”，but also “Reform”, “Practice” and “Implementation”. In the new economic era, high level of effectiveness and competitiveness is required in business management; TQM is regarded as an important part of business management. It is recognized by management researchers and played as an increasingly important role. This article studies the practice of TQM in American President Lines Co., Ltd (APL) Nanjing Branch, from the perspective of both theory and practice. Firstly, this article gives us a brief introduction of the efficient and reasonable quality control structure and origination in APL, which ensures TQM implementation in the company. The practice in the past years illustrates that TQM makes APL and customer achieve the win-win aim. Secondly, this article studies the quality improvement (QI) team in TQM, including the form, the principle, team member, task and steps, which is a logical and efficient business process, and it proves that rules can be followed in TQM. This article analyzes the 7 steps and the process of QI, and it proves QI plays an important role in improving quality. It not only traces out the “Problem” in TQM, but also analyzes the reasons and route causes, poses solutions and action plans, upgrades original process, and carries forward the standardized process by steps. The working steps and practice of QI provides a clear model of TQM implementation, which is widespread.