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.
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