If you aren’t able to provide with good quality products and services, your company is in for a great loss. The business world today is completely customer-driven, and if you don't satisfy your customers, your business is sure to go for a toss. Obviously, you don’t want that to happen, which is why you need to focus on quality – quality of your processes, quality of your equipment, quality of your workmanship, and quality of your products/services. In short, you need Total Quality Management (TQM) – the art of managing the entire process to achieve excellence, wherein the customer is the ultimate judge of quality.
TQM is the process of attaining customer satisfaction through an integrated system of tools, techniques and training. Continuous improvement of the processes involved in the working of an organization that result in high quality products/services is what TQM focuses on. The objective of TQM is “to do things right the first time and every time”. However, this cannot be achieved without establishing a few effective metrics. Every department in an organization must strive to improve the quality of its operations. The three main principles of TQM that must be applied include process improvement, total involvement and customer focus. Managerial action and planning are critical areas that must be practiced regularly to achieve quality management.
As mentioned earlier, customer is the one who judges quality; and his impression of quality begins right from the time when he gets in touch with the company. As a business, you need to be able to instill the feelings of reliability, assurance, responsiveness and understanding within the minds of your customers for you. We all know that businesses need to strive to live in an ever-changing environment. So, apart from impressing your customers initially, you must also be able to keep them satisfied through the entire ongoing journey. The ability of an organization to adapt to these continuous changes and capture the best practices is vital to achieve and maintain competitive performance.
TQM involves continuous improvement in every work, right from strategic planning to decision making to execution of work. Proper planning and decision making can eliminate mistakes to a great extent and prevent defects, thus leading to continually improving results in all aspects of work. This continuous improvement must not be restricted to results alone, but also must improve processes, people and capabilities to produce better results in the future too. It is believed that mistakes made by people are caused and permitted due to faulty systems and processes. Thus, if the root cause of these mistakes is identified and eliminated, repetition of errors can be prevented, thus improving processes and results.
The basis for TQM implementation is the establishment of a quality management system that involves organizational structure, processes, procedures and responsibilities. TQMI is a leading consultancy organization that has been providing matchless quality management system training in India to improve business performances of clients both in India and abroad. You can approach TQMI for complete assistance in designing, development and implementation of management systems for your business that meet international requirement standards of quality management, environment management, safety and health management and more.