Total Quality Management (TQM)
Total Quality Management (TQM) is an approach applied in organizational management that emphasizes the need for all stakeholders to work together to ensure quality across all areas of the organization. It is based on the belief that quality is the shared responsibility of all members of the organization, and that focusing on results rather than the tasks of individual employees leads to the best possible outcomes. TQM is an ongoing improvement process that involves identifying, understanding and addressing the needs and expectations of customers, employees, suppliers and other stakeholders. The goal of TQM is to continually improve the quality of products, services and processes within the organization, while ensuring customer satisfaction.
TQM is a type of management that focuses on improving quality by using a system of processes and tools. These processes are used to measure and analyze quality, identify areas for improvement and create strategies for addressing these issues. This system also promotes continuous improvement and encourages communication between employees at all levels. It is designed to help organizations create a consistent approach to quality, from the top down. The aim of TQM is to ensure that all interested parties receive the best possible value from an organization.
TQM is based on a few key principles. First, stakeholders of the organization must be involved in the quality process. This includes employees, customers and suppliers. Second, the organization must strive for continuous improvement of its products and services. This is achieved by regularly assessing quality, identifying areas for improvement and implementing changes. Third, TQM focuses on customer satisfaction by making sure the organization meets its promises and fulfills the customer’s expectations.
When applied in an organization, TQM seeks to achieve the following objectives:
• Enhance customer satisfaction by providing high-quality products and services.
• Reduce waste and increase efficiency.
• Improve communication and collaboration between departments.
• Create a culture of continuous improvement and development.
• Foster a sense of ownership and responsibility among employees.
• Streamline processes and increase productivity.
• Boost morale and create a culture of mutual trust.
• Ensure the highest level of customer service.
• Improve the organization’s competitive advantage.
In order for organizations to apply successfully the TQM approach, there are certain criteria that should be met. First and foremost, the management must be committed to the process and provide adequate resources for it. Second, employees must be willing to work together, understand the importance and value of quality, and participate in decisions that affect their work. Finally, the organization should have clear and realistic quality objectives and standards that are in line with its goals and mission.
TQM is a long-term commitment that requires an organizational culture of total quality. Each stakeholder in the organization must understand their role in the process and be willing to work towards the common goal of total quality. It is an effective tool for improving the quality of products and services, as well as improving customer satisfaction. As the TQM approach involves all stakeholders, it is essential for organizations to involve them early in the process to ensure that it is successful.
