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Total Quality Management

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Total Quality Management is a management approach that originated in the 1950s and has steadily become more popular since the early 1980s. Total Quality is a description of the culture, attitude and organization of a company that strives to provide clients with products and services that satisfy their wants. The culture requires quality in all aspects of the company’s operations, with procedures being done right the first time and defects and waste eradicated from operations.

Total Quality Management (TQM) refers to management methods used to enhance quality and productivity in business organizations. TQM is a comprehensive management approach that works horizontally across an organization, involving all departments and employees and extending backward and forward to include both suppliers and clients.

TQM is a management philosophy that seeks to integrate all organizational functions (marketing, finance, design, engineering, and production, client service, etc.) to focus on meeting customer needs and organizational objectives.

Total Quality Management (TQM) is an approach that organizations use to improve their internal processes and increase customer satisfaction. When it is properly implemented, this style of management can lead to decreased costs related to corrective or preventative maintenance, better overall performance, and an increased number of happy and loyal customers.

Total quality management is an organization-wide philosophy with its core values centered on continually improving the quality of its product and services, and the quality of its procedures, to meet and exceed customer expectations.

The principles of quality management

  • leadership - leaders establish unity of purpose, direction and the internal environment of the organization. They create the environment in which people can become fully involved in achieving the organization’s objectives
  • system approach to management - identifying, understanding and managing a system of interrelated processes for a given objective contributes to the effectiveness and efficiency of the organization
  • customer-focused organization - organizations depend on their customers and therefore should understand current and future customer needs, meet customer requirements and strive to exceed customer expectations
  • process approach - a desired result is achieved more efficiently when related resources and activities are managed as a procedure
  • factual approach to decision making - effective decisions are based on the logical and intuitive analysis of data and information
  • involvement of people - people at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization’s benefit
  • mutually beneficial supplier relationships - mutually beneficial relationships between the organization and its suppliers enhance the ability of both organizations to create value
  • continual improvement - continual improvement is a permanent objective of an organization

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