Talk with 10 business management gurus and you'll get 12 different answers of what TQM is.
To me, Total Quality Management (TQM) is about using continuous quality improvement to increase customer satisfaction. The idea being that a superior product or service leads to a happier customer and stronger sales. TQM is focused on growing the top line (i.e. revenue).
Lean is about providing the customer with the same level of product or service while reducing the cost of that product or service through the elimination of 'waste', specifically anything that the customer is unwilling to pay extra for. Lean is focused on improving the bottom line (i.e. net income).
Under CEO Michael Eisner, corporate Disney's revenue grew
15.1% annually while net income grew
16.8% annually. Under Eisner, Disney focused on improving profitability through increased sales. Give the 'Guest' more of what they want, and they'll buy more.
Since Iger became CEO, corporate Disney's revenue has grown by only
4.8% annually while net income has grown by
12.8% annually. Under Iger, the focus has been on getting the 'Guest' to pay more while offering less.
Today's Disney most assuredly is focused on the bottom line.
It's the antithesis of the once fabled 'Disney Difference'.