Total Quality Management(TQM) is an organisational process that actively
involves every function and every employee in satisfying customers needs, both
internal and external. TQM works by continuously improving all aspect of work
through structured control, improvement and planning activities that are carried
out in concern with guiding ideology that focuses on Quality and Customer
Satisfaction as the top priorities.
There has been many arguments that TQM succeeds only by incorporating a
concern about quality for the customers throughout the organisation. The truth
of this statement and those facts that disagree with this statement will be look
into and discuss in more detail to achieve the success of TQM.
TQM recognises that the Customer is at the center of every activity. The
customer may be external or internal. The key is to determine the gap between
what the customer needs and what the system delivers. Once the gap is
recognised, it would be systematically reduced and results in never-ending
improvement in customer satisfaction at every level.
TQM depends on and creates a culture in an organisation which involves
everybody in quality improvement. Everyone in the company can affect quality but
must first realise this factor and have the techniques and tools which are
appropriate for improving quality. Thus TQM includes the marketing and
dissemination of quality and methods not only within the organisation and
customers but also to suppliers and other partners.
The general view to achieve success in TQM could be summarised as below:
Quality as strength
Quality in all processes
The importance of management
The involvement, commitment and responsibility of everybody
Focus on prevention rather than inspection
Meeting the needs of target customers
A prerequisite for successful quality improvement is first, to understand how
quality is perceived and valued by customers.
Design Quality Technical Quality
Customer Perceived Quality
... middle of paper ...
...ccess. Ownership and the Elements of Self-Management
Total quality programmes are founded on the principal that people want to own
the problems, the process, the solution and ultimately the success associated
with the quality improvement. Psychologically, the ownership advocated by TQM
ties in the development in organisational design away from traditional models of
imposing management control over employees' behaviour.
Recognition and Rewards
TQM system considers the rewards and recognition to be critical to a company's
programme, particularly when greater involvement of staff is required. Positive
reinforcement through recognition and rewards is essential to maintain
achievement and continuous improvement through participative problem-solving
The Quality Delivery Process
TQM is not just the awareness of quality for the customers. It demands the
implementation of a new system.
Finally, the main objective of TQM may put the customer at the center of every
activity and consider the process as customer driven, but all other factors
which do not involve the customers have to be taken into consideration for the
successful implementation of TQM.
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