BY BRUCE BISHOP
The ISO-9000 quality standard and total quality management (TQM) are both necessary for any organization to become world class. But ISO is far superior because it offers a set of guidelines for quality management and can stand alone, while TQM can not.
TQM, which generally refers to some program of continuous improvement, is the wrong name. It is not quality management but process management -- the process of improvement. And it is not total since it only addresses one aspect of quality management -- improvement. Sometimes, TQM deals with things that don't even impact quality from the customers' point of view.
ISO-9000 is total quality management. It requires management of every process in an organization that impacts quality. While ISO-9000 is a clearly defined system, TQM is a philosophy.
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