Quality Management in the New Value Era: The Evolution of TQM Towards Quality Next
(Presentation outline)
The Union of Japanese Scientists and Engineers (JUSE) has long prioritized quality management that adapts to ever-changing needs, primarily within the manufacturing industry. Through these efforts, it has contributed to establishing Japan’s reputation for high-quality products.
However, as we approach the latter part of the 21st century, customer needs have shifted from “material fulfillment” to “psychological satisfaction.” In response, even Total Quality Management (TQM), which has strengthened the international competitiveness of the manufacturing sector, must undergo innovative transformation.
Psychological satisfaction is derived from the customer’s own actions. As a result, the role of companies has evolved from simply providing products and services to offering means and support for creating customer satisfaction. In other words, companies must now focus on establishing a “co-creation process” with customers to generate value together.
This “value co-creation” value chain is complex and unstable. Therefore, it is essential to utilize digital technologies such as 5G, IoT, and AI to monitor and support each customer’s process, ensuring seamless progress and personalized assistance.
Profile
After graduating from the Department of Mechanical Engineering, Faculty of Engineering at Hokkaido University in 1970, he joined Toyota Motor Industry (now Toyota Motor Corporation). He was active in the field of quality management for many years, serving as Director in 2001, Senior Managing Officer in 2003, and Executive Vice President in 2005. In 2009, he was appointed as Executive Vice President and Member of the Board.
Subsequently, he served as Senior Advisor and Technical Advisor in 2013, and as Advisor and Technical Advisor in 2016, before stepping down as Technical Advisor in 2018.
In recognition of his contributions to quality management and business administration, he was awarded the Medal with Blue Ribbon in the spring of 2019. In 2020, he received the Deming Prize for Individuals.
Since 2014, he has served as the President of the Union of Japanese Scientists and Engineers (JUSE) and has also been active as the Vice Chair of the JUSE Corporate Value Enhancement Management Forum and Chair of the Quality Management Research Committee. He has authored numerous books on quality management and business administration, with his notable work being Toyota’s Built-in Quality.