A case study in strategic planning, total quality management, and project management
Initiating a Total Quality Management (TQM) initiative requires enterprise-wide support because such efforts are not limited to the narrow confines of a single department or business function. This article discusses how computer system manufacturer Syntellect (Phoenix, AZ, USA) teamed with business consultant Lois Zells to sell, plan, launch, and complete an enterprise-wide TQM project that helped transform how the company conducts business. In doing so, it describes the ongoing evolution of Syntellect's TQM project, noting its primary reasons for launching this effort and its main challenges in selling the project across the organization. It then explains the project's key roles, initial lessons learned, and business purpose. It reports the project's current status and details the three primary lessons that Syntellect has learned from their work on this project.