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 or services. TQM is an ongoing process of detecting and reducing or eliminating errors in manufacturing, streamlining supply chain management, improving the customer experience, and ensuring that employees are up to speed with training. TQM requires organizations to focus on continuous improvement, or Kaizen, and focuses on continual internal and process improvements over the long term.
TQM is based on the belief that an organization can build long-term success by having all its members, from top management to line workers, focus on quality improvement and customer satisfaction. It is a customer-focused process that strives to ensure that all associated employees work toward the common goals of improving product or service quality, as well as improving the procedures that are in place for production.
There is no generally accepted definition of TQM, but several notable organizations have attempted to define it. For example, the United States Department of Defense defines TQM as "a management approach to long-term success through customer satisfaction". TQM is based on all members of an organization participating in improving processes, products, services, and the culture in which they work.
The primary principles of TQM include a focus on customer satisfaction, continuous improvement, employee involvement, and process-centered management. TQM requires that all parties take ownership of the part they play, and this applies equally to admitting fault and giving out praise.
In summary, TQM is a management approach that focuses on improving product or service quality, customer satisfaction, and the procedures that are in place for production. It is an ongoing process of detecting and reducing or eliminating errors in manufacturing, streamlining supply chain management, and ensuring that employees are up to speed with training. TQM requires organizations to focus on continuous improvement, or Kaizen, and focuses on continual internal and process improvements over the long term.
