Total Quality Management (TQM) is an integrative philosophy of management for continuously improving the quality of products and processes. TQM includes creating and following policies and procedures to ensure that a service meets the defined needs it was intended to meet from the customer’s perspective. This can also mean the same thing as completing the service with no deviations from the requirements.
The internal seminar was based on concepts developed by well-respected and influential quality theorists:
- Joseph Juran: He developed the ‘80/20 principle’, advocated top management involvement, and defined quality as ’fitness for use’.
- W. Edwards Deming: He developed 14 steps to TQM and advocated ‘Plan-Do-Check-Act’ cycle as the basis for quality improvement.
- Philip Crosby: He popularised the concept of the cost of poor quality, advocated prevention over inspection, and ‘zero defects’. He believed that quality is ‘conformance to requirements’.
Speakers: Rudy Kech, Roland Haber, Elaine Russell
Rudy is a Pre-Sales Bid Writer and Quality Coordinator at CRI who has previously worked as a quality coordinator on a number of European framework contracts. He graduated from the ICHEC Brussels Management School with a Master’s degree in business administration and is also a PMI-certified Project Management Professional (PMP). He is currently Director of Communications of the Luxembourg Chapter of the Project Management Institute (PMI) as well as a Member of the Board of Technology Managers (TEMA.lu).
Roland is the Director of CRI’s Pre-Sales Department and as such, is globally responsible for the quality of all the department’s output. Roland began his career as a Telecommunications Engineer and quickly moved on to a successful business management career. He has been directly involved in pre-sales and quality management activities in Luxembourg and bordering countries for more than 30 years and is well respected throughout the Greater Region.
Elaine is a Senior Technical Communicator and Pre-Sales Bid Manager at CRI who has been involved in bid management, quality control and business development activities for more than 15 years in the Greater Region and beyond. She was actively involved in ISO certification projects for two international companies in Belgium (SWIFT and LMS). After several years of medical studies, she obtained a Master’s degree in technical communication, along with a Master’s degree in industrial education and a double Bachelor’s degree in economics and computer science. She further completed her education with a training in quality control and business process engineering from the University of Phoenix in Arizona, United States.