Applying TQM to technical services projects

It is noted that total quality management (TQM) literature traditionally either focuses on examples from manufacturing industries or provides strategic insights for upper managers. However, much of the work done in the aerospace and defense industries involves technical services. It is suggested that, with shrinking government budgets, the ability to perform project-level technical services using quality-centered approaches becomes a competitive factor. The author addresses these shortcomings in the literature by providing practical lessons learned from successful aerospace technical services projects using TQM principles. The lessons learned include observations on successes and failures. Recommendations for implementation in projects are provided. It is concluded that, for a technical services company, the organizational unit which will benefit the most from TQM is the one that interfaces directly with customers-the project.<>