Total Quality Management is an approach that covers everything your business does, whether it’s for an external client or an internal one. Since that sounds pretty vague, we’re going to dive in and explaining how to use it for your organization.
Total Quality Management (TQM) Definition
TQM is an approach to quality in which every person in an organization is tasked with contributing to process, product, and service improvement and quality control. It becomes part of the working culture of the organization and contributes to continuous improvement.
Like most definitions, this one says quite a lot in just a few words. But what are the guiding principles you need to consider when implementing TQM in your business?
1. The Customer Has the Final Say
Isn’t it frustrating when you invest tons of time or money into improving quality, and your customer shrugs and says: “So what?” All the same, we know that the customer is always right (even when we might think he or she is wrong). The start and end point of any total quality management initiative is the internal or external customer.
Essentially, you need to walk a mile in your customer’s moccasins. See the customer experience from the customer point of view. No matter how much we tell our clients that they ought to be pleased with what we do, they’ll still make up their own minds as to whether they’re happy or not.
Remember Coca Cola’s new recipe? The company thought they were onto a big improvement, but in the end, it was the customers who decided – and they wanted Classic Coke. The moral of the story? It doesn’t matter if you think you’ve made an improvement. Your customers have the final say.
2. Every Employee Involved
Every employee becomes a quality controller and has a voice in the company’s ongoing drive towards ever-greater excellence. There’s no such thing as going home at the end of the workday to bluster about the way management could be doing things better.
Instead, every employee feels safe and comfortable with reporting issues and making suggestions for improvement. And they get feedback on what management has decided and credit where credit is due.
From the floor sweeper to the general manager, every single employee is quality focused. There are eyes and ears everywhere, and people at the coalface can discuss the quality issues they face in their daily work without being seen as complainers and bring suggestions without being seen as pushy.
This can make the company significantly more efficient – the management might not have that good of a look at company processes. The field-employees, however, live and breath their work, so it shouldn’t be that surprising that they have an idea or two on how to improve things.
3. It’s Process-Focused
A strong business is built on solid, standardized processes. Total Quality Management means looking for ways to improve and tighten up and improve business processes for greater efficiency and a better-quality result. It may mean developing new ways of working, new standards to govern work, or even complete restructuring of processes. However, the goal remains clear: business process improvement that targets customer satisfaction and quality.
4. Integrated Throughout the Organization
To deliver the best results, Total Quality Management should be embedded into every part of the organization. The horizontal interfaces between departments and teams are of particular interest. Smoother, more economical, and more effective process flows mean greater efficiency and greater customer satisfaction.
5. Continuous Improvement
Total Quality Management is not a once-off or periodic drive. It becomes part of a business culture in which every staff member contributes to continuous improvement. Who better to look at ways of improving the sales process than the people who do the job day in and day out every day?
Who better to suggest production improvements than the people who are engaged in the production process? Small improvements could have big results.
Continues improvement also implies lifelong learning. Relevant training that can help employees to perform their functions better is part of the deal.
7. Based on Performance Facts
TQM employs real data to make decisions. And following the principle of continuous improvement requires real-life data on which management can make decisions and measure results. That means gathering and analyzing data and then acting on any inefficiencies or quality problems you spot.
The more comprehensive your data-gathering, the more likely you are to see the full picture. For example, if you’re producing an unacceptably high percentage of faulty products, where does the problem lie? The more data you have on the processes that are leading to these results, the more likely you are to be able to target the problem area quickly and effectively.
Total Quality Management Tools
While TQM seems to be something extremely beneficial for any business, it isn’t that easy to implement. It’s one thing to say, “let’s make our organization process & improvement focus” and another to thing to actually do it.
Using the right tools, however, can make this much easier. Workflow management software allows you to digitize and track your business processes, making process improvement accessible to an organization of any size.
Learn more about how Tallyfy can help your business take advantage of TQM by scheduling a free consultation.
Related Questions
What are the 4 principles of total quality management?
Total Quality Management (TQM) rests on four key principles: customer focus, continuous improvement, employee involvement, and data-driven decision-making. These pillars work together to create a culture of excellence, where every aspect of an organization is geared towards delivering top-notch quality. By putting customers first, constantly refining processes, empowering staff, and basing choices on solid facts, companies can achieve remarkable results and stay ahead in today’s competitive landscape.
What are the 5 elements of total quality management?
The five elements of TQM are customer-centric approach, leadership commitment, process management, employee engagement, and continuous improvement. These elements form a powerful framework that transforms organizations from the inside out. By aligning every action with customer needs, fostering strong leadership, optimizing processes, involving all staff members, and never settling for “good enough,” companies can create a dynamic environment where quality becomes second nature and innovation thrives.
What are the 8 principles of TQM?
The 8 principles of TQM expand on the core ideas, offering a more comprehensive approach: customer focus, leadership, people involvement, process approach, system approach to management, continual improvement, factual approach to decision making, and mutually beneficial supplier relationships. This expanded set of principles paints a fuller picture of how organizations can weave quality into every fiber of their being. From nurturing partnerships with suppliers to viewing the entire company as an interconnected system, these principles provide a roadmap for creating a truly quality-driven organization.
Why is TQM important?
TQM is crucial because it transforms how organizations operate, leading to improved products and services, increased customer satisfaction, and enhanced competitiveness. By fostering a culture of quality, TQM helps companies reduce errors, cut costs, and boost efficiency. It also empowers employees, sparking innovation and creativity. In today’s fast-paced, global marketplace, TQM gives organizations the tools they need to adapt, excel, and stand out from the crowd. It’s not just about making better products; it’s about creating better businesses.
What Does Total Quality Management Do?
Total Quality Management acts as a catalyst for organizational excellence. It reshapes company culture, aligning every process, decision, and action with the goal of delivering superior quality. TQM breaks down silos, encouraging cross-functional collaboration and shared responsibility for quality. It empowers employees at all levels to become quality champions, fostering a sense of ownership and pride in their work. By emphasizing data-driven decision-making, TQM also helps organizations identify areas for improvement and measure progress, creating a cycle of continuous enhancement that drives long-term success.
How Does Total Quality Management (TQM) Work?
TQM works by integrating quality-focused strategies into every aspect of an organization. It starts with leadership commitment and cascades through all levels, creating a shared vision of excellence. TQM employs various tools and techniques, such as statistical process control, Six Sigma, and lean manufacturing, to identify and eliminate inefficiencies. It encourages open communication, teamwork, and problem-solving, creating an environment where everyone feels responsible for quality. By constantly gathering and analyzing data, TQM helps organizations make informed decisions and track their progress towards quality goals.
What are the challenges of Total Quality Management?
Implementing TQM can be challenging. Some common hurdles include resistance to change, lack of leadership commitment, difficulty in measuring intangible improvements, and maintaining momentum over time. Organizations may struggle to balance short-term goals with long-term quality initiatives. Another challenge is ensuring that TQM principles are applied consistently across all departments and levels. Additionally, in today’s fast-paced business environment, companies may find it tough to dedicate the time and resources needed for comprehensive TQM implementation. Overcoming these challenges requires patience, persistence, and a genuine commitment to the TQM philosophy.
Can TQM be applied to any type of organization?
Yes, TQM principles can be adapted to suit various types of organizations, from manufacturing firms to service providers, non-profits, and even government agencies. While TQM originated in manufacturing, its core ideas of customer focus, continuous improvement, and employee involvement are universal. The key is to tailor TQM concepts to fit the specific needs and context of each organization. For example, a hospital might focus on patient satisfaction and safety, while a software company might emphasize bug-free code and user experience. The flexibility of TQM allows it to drive quality improvements across diverse sectors and industries.
