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Total Quality Management (TQM) is a management approach that aims to achieve long-term success through customer satisfaction. It engages everyone who works for an organization in bettering its procedures, goods, and culture.
TQM is based on eight principles that guide the actions and decisions of managers and employees :
- Customer-focused: The degree of quality is ultimately decided by the customer. The company must comprehend and fulfill the demands and expectations of the customer.
- Total employee involvement: Every employee takes part in achieving shared objectives. They are motivated, equipped, and given the authority to help with quality enhancement.
- Process-centered: A process is a collection of actions that converts inputs from suppliers (internal or external) into outputs that are provided to customers (internal or external). The main processes of the company must be regularly identified, assessed, and improved.
- Integrated system: The company functions as a unified whole, with all functions and departments supporting the quality-related vision, mission, values, and objectives. The company supports decision-making and problem-solving through tools and processes that are data-driven.
- Strategic and systematic approach: The company creates a strategic plan outlining its objectives for quality as well as its approaches and tools. Policies, processes, standards, and guidelines are used to implement the strategy in a systematic way.
- Continual improvement: The company always looks for ways to improve in order to reach excellence. The pursuit of improvement is a continuous cycle of learning and invention.
- Fact-based decision-making: The company gathers pertinent data and information from a variety of sources to aid in decision-making. Facts are used to make decisions rather than opinions or conjecture.
- Communications: The company encourages open communication between all parties, including partners, customers, suppliers, employees, regulators, etc. Communication is transparent, prompt, clear, and accurate.
TQM is crucial because it may aid businesses in achieving improved levels of productivity, effectiveness, and competitiveness. By focusing on quality as a strategic advantage, companies can:
- Improve client retention and loyalty
- Reduce expenses and waste
- Increase innovation and productivity
- Boost employee satisfaction and engagement
- Enhance brand recognition and image
TQM is not a magic bullet or a fix-all approach. All organizational levels must show dedication, leadership, and cooperation. Additionally, it necessitates flexibility to shifting consumer demands, market dynamics, and technological developments.
TQM, however, can offer considerable advantages to firms that aim to be the best in their sectors when it is properly implemented.
