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1、BothTQMandBPRarecustomer-oriented.Theybothaimonimprovingthecustomersatisfaction.Also,theybothsuggestthinkingoutsidein.Ontheotherwords,theybothsuggesttothinkfromthecustomer'sviewpoint.Also,bothTQMandBPRareprocess-oriented.Theybothtargettoaltertheprocesses,butnotj
2、ustontheproduct.Moreover,theybothtaketeamapproach.NearlyallBPRprojectsareinitiatedbytop-downapproach.SinceBPRwouldresultsgreatchanges,staffresistanceisobvious.Therefore,topmanagement'ssupportandcommitmentareveryimportant.ForTQM,bothtop-downapproachandbottom-upap
3、proacharepossible. ThebasicassumptionsofTQMandBPRaredifferent.TQMassumesthattheexistingpracticesorsystemsareprincipallyrightanduseful.ThetargetofTQMistoimproveonthebasisoftheexistingsystem.However,BPRtakesanoppositeassumption.BPRassumestheexistingsyste
4、misuselessandsuggestsstartingitover.UnlikeTQMthataimsonsmoothlyandincrementalimprovements,BPRaimsondramaticresults. TQMemphasisontotalinvolvement,includingallthestakeholders.Theinvolvementevenextendstosuppliersandcustomers.Also,TQMalsosuggestsinvolving
5、alltheprocessesinthecompany,includinghumanresourcesmanagement,orderfulfilling,manufacturing,marketingandcustomermanagementandothers.However,forBPR,theprojectcanbecontrolledtoaspecifiedareaonly. StandardizationisoneofthekeypointsofTQM.TQMaimsonstandardi
6、zethepractices,thusachievingaconsistentperformance.ItalsomakesthatthereisacertaindegreeofdocumentationforTQM.However,BPRemphasisonflexibilityandbelievesthatstandardizationwouldincreasethecomplexityoftheprocess.Therefore,standardizationisrareinBPRandthelevelofdoc
7、umentationismuchlower. TQMemphasisontheuseofstatisticalprocesscontrol.However,thereisnosimilarconcernforBPR.Ontheotherhand,BPRemphasismoreontheenablingroleofinformationtechnology. TQMisaculturalissue.Oncethecultureisbuilt,TQMisabsorbedintheda
8、ilyoperation.However,BPRisaproject.Itiswithacleartargetthatshouldbeachievedassoonaspossible. Infact,BPRisariskyprojectthatissuitablefororganizationsindeeptr
