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Total Quality Management

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TQM is a management thinking that seeks to integrate all organizational functions like marketing, design, engineering, and production, customer service, etc. to focus on meeting customer needs and organizational objectives. TQM requirements may be defined separately for a particular organization or may be in adherence to established standards, such as the International Organization for Standardization's ISO 9000 series. In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work. TQM can be applied to any type of organization; it originated in the manufacturing sector and has since been adapted for use in almost every type of organization, like schools, highway construction, and hotel management. TQM encoureges participation amongst shop floor workers and managers. As a current focus of e-business, TQM is based on quality management from the customer's point of view.

TQM is the foundation for activities, which include:

  • Sincere Commitment by the management and all employees of the organization
  • Reducing production cycle times
  • Reducing product and service costs
  • Deploying Improvement teams
  • Meeting customer requirements
  • Employee involvement
  • Recognition of achievements and celebration
  • Systems to facilitate improvement
  • Line management ownership
  • Setting challenging measured goals and benchmarking
  • Setting just in time/demand flow manufacturing
  • Place focus on processes / improvement plans

While TQM shares much in common with the Six Sigma improvement process, it is not the same as Six Sigma. While it focuses on ensuring that internal guidelines and process standards reduce errors, Six Sigma looks to reduce defects.

7 Important Principles of Total Quality Management

  1. Quality must be achieved
  2. Quality improvements must be continuous and on going
  3. Quality is a long-term investment
  4. It’s the processes, not people, who are the basic problem
  5. Every employee is responsible for maintaining quality in the organization
  6. Don’t treat signs, look for the treatment
  7. Quality must be quantifiable
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