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Putting Total Quality Management Theory into Practice

In the 1990s total quality management (TQM) is regarded as being able to provide a competitive advantage. TQM concerns two areas: the quality of the product and service, and the quality in the way things are done. Bristol-Myers Squibb's existing European clinical supplies storage, distribution, return, and destruction process will be examined, relating the elements of TQM to the currently used process. This includes defining needs and requirements, identifying steps and mapping the process, establishing performance measures, and using problem-solving techniques to continuously improve the existing process. Finally, results will be evaluated and new improvement opportunities to continually provide quality service to the (internal) customer, as he is the final judge of quality, are sought.