Measuring the success of a TQM programme

Seeks to establish the most appropriate measures of TQM success, and to assess by how much the rate of success improves when these measures are used. Describes in outline a study carried out at Colt International using the Baldrige framework. The level of quality was measured secretly at Colt, then the improvement measured after the Baldrige monitors were displayed. Quantitative measures were used, supported by qualitative observation. A t-test was used to calculate the significance level of the results. The scope covered 37 teams across operations, technical, commercial and administrative departments within an industrial company. Results show a 10-15 per cent improvement per month, with a 65 per cent level of confidence. Recommends that quantitative measures based on Baldrige should be a key part of all TQM programmes.