Total Quality Management (TQM) is a management approach that seeks to provide long-term success by providing unparalleled customer satisfaction through the constant delivery of quality products and services. It is a structured approach to overall organizational management that involves all employees in continual improvement. The focus of the process is to improve the quality of an organizations outputs, including goods and services, through the continual improvement of internal practices. The standards set as part of the TQM approach can reflect both internal and external customer requirements.
TQM requires organizations to focus on continuous improvement, or Kaizen, and to hold all parties involved in the production process accountable for the overall quality of the final product or service. It is used to streamline supply chain management, improve customer service, and ensure that employees are properly trained. One of the most important aspects of delivering quality is managing errors, and creating processes that mitigate issues is essential for TQM success.
The exact origin of the term "total quality management" is uncertain, but it is almost certainly inspired by Armand V. Feigenbaums multi-edition book Total Quality Control and Kaoru Ishikawas What Is Total Quality Control? The Japanese Way. The focus of TQM is to provide long-term success by having all members of an organization focus on improving quality and delivering customer satisfaction.
