Total quality management means building an organization that can consistently meet internal and external customer requirements and expectations in every transaction. It involves everyone in an organization in a systematic long-term endeavor to develop process that is customer oriented, flexible and responsive, and constantly improving in quality.
Although many countries and companies have performed total quality management, the practice methods differ greatly according to the company‘s history and environment. Recently, many scholars and management of world class manufacturers suggest that Malcolm Baldrige National Quality Award Criteria can help every company focus on improvement efforts. It provides companies with a comprehensive framework for assessing theirs progress towards the new paradigm of management and such commonly acknowledged goals as customer satisfaction and increased employee involvement.
This study is based on the Malcolm Baldrige National Quality Award Criteria. We assessed an electronic component company in Korea through case study and suggested the effective implementation alternatives for each criterion to customer satisfaction from leadership.