Emergence of Six Sigma from TQM

Abstract

The philosophy of quality management cannot be deliberated upon without understanding the role of Total Quality Management (TQM) in problem solving and defect prevention in day-to-day management and emergence of Six Sigma arising out of the lacunae of TQM. With the modern marketing relying heavily on customer satisfaction and product quality, these techniques have become inevitable for every modern business organisation. The present study is an attempt to highlight the major concerns of TQM and Six Sigma, their components, advantages and impact on customer satisfaction. The paper also seeks to discuss two case studies on Six Sigma implementation, explaining how it leads to improvement in service along with cost saving to the company.