Hard” and “soft” aspects of TQM

TQM has both “hard” and “soft” aspects. The former emphasizes systems, precise data collection and measurement and involves a range of production techniques, including statistical process control, changes in the layout, design processes and procedures of the organisation, and most importantly the seven basic TQM tools used to interpret data: process flow charting, tally charts, pareto analysis, scatter diagrams, histograms, control charts and cause and effect analysis. TQM is based on the premise that all activities in a firm contribute to quality. Thus it is important that a firm’s activities and procedures are documented so that their effects for quality are understood by everybody. The emphasis on the hard aspects reflects the production orientation of many of the TQM gurus.