Total Quality Management (tqm) at Hewlett-Packard Development Co., L.P. (hp)

Total Quality Management (TQM) at Hewlett-Packard Development Co., L.P. (HP)

American Public University

Quality Management Systems

BUSN412

Dr. Gregory Cronce

February 20, 2013

Total Quality Management (TQM) at Hewlett-Packard Development Co., L.P. (HP)

Total quality management (TQM) and improvement strategies are a continuous way of doing business for some organizations. Companies have a need to be a part of today’s global market in order to be successful. A company needs to address its issues and improve on processes, procedures and, people within the organization. In order to accomplish these improvements, many organizations use TQM and its’ tools to help improve and, have vision for the future of the company.

One of the organizations that adopted TQM as one of its improvement strategies is Hewlett-Packard (HP).  HP is a well-known technology company that functions in more than 170 countries around the world. It was founded by Bill Hewlett and Dave Packard in 1939; in Packard’s one-car garage located in Palo Alto, California. HP provides services and technology that can help companies and individuals focus on issues and challenges to fulfill their options, objectives and, visions. HP applies “new thinking and ideas to create more simple, valuable and trusted experiences with technology, continuously improving the way our customers live and work” (Hewlett-Packard, 2013, n.p.).

HP began its financial success with the first product produced, an audio oscillator. The oscillator was able to sell at a lesser price; when their competitors were selling an inferior product for over 200% more than HP.  One of the companies’ earliest and loyal customers is Walt Disney Products (Disney). Disney bought these oscillators to use in certifying the Fanta-sound surround sound systems that were installed in theaters for the movie Fantasia. Since HP was successful in providing a quality product, Disney became a loyal customer; and since 1939 HP has continued to provide quality in the products and services by using the TQM tools adapted.

HP utilizes the TQM tools both corporate and departmental wide. In HP, “TQM requires the involvement of all functions and levels of the organization” (Goetsch & Davis, 2010, p. 340). HP’s ultimate goal is to provide products and services that meet and exceed the customer expectations. HP has a long association with TQM and quality management tools; however initially, HP’s impression of TQM was to fix the issues as the problems arise; in other words, putting out fires. “Quality improvement is not a project; it is a way of doing business” (Cobbe, 1993, p. 96). Eventually, HP saw the  potential of using TQM tools and made it a part of their daily work.

...