Concept Version 9
Created by Boundless

TQM

TQM is aimed at customer satisfaction via continuous improvement of the quality of business products and processes.

Key Points

    • TQM is a management mechanism designed to improve a product or process by engaging every stakeholder.
    • TQM involves all members of an organization as well as the customers.
    • TQM aims at improving the quality of the products produced and the process utilized.
    • TQM ultimately aims at complete customer satisfaction through ongoing improvements.

Terms

  • Gap Analysis

    Gap analysis is a tool that helps organizations compare actual performance with potential performance. The thought process flows thus: "Where are we now and where do we want to be? "

  • reliability

    the quality of being dependable or trustworthy

  • SERVQUAL

    SERVQUAL or The RATER model is a service quality framework.

Full Text

Total Quality Management (TQM)

Total Quality Management (TQM) is a management philosophy based on the continuous improvement of the quality of business products and processes. It is concentrated on quality and based on participation of all its stakeholders. TQM ultimately aims for long term success through customer satisfaction.

TQM asserts that the quality and process system is the responsibility of every stakeholder involved in the creation or consumption of the product or service. TQM includes management, workforce, suppliers, and customers to improve the quality of the product or service. The aim of this philosophy is to achieve full customer satisfaction.

Quality Checking

A U.S. Navy Aviation Electrician's Mate performs a maintenance check during the course of his duties.

The three definable components of TQM are:

  1. Total: TQM involves the entire organization, supply chain, and/or product life cycle.
  2. Quality: TQM requires a high degree of excellence of the quality of products or services provided by an business organization.
  3. Management: The steps of TQM include planning, organizing, controlling, leading, staffing, and provisioning.

A study in 2001 by Cua, McKone, and Schroeder identified nine common TQM practices. They are:

  1. Cross functional product development, which is a method for involving different functional areas in new product/process development
  2. Process management that includes properly planning the process and monitoring the performance of the process
  3. Monitoring the quality of the suppliers
  4. Involvement of the customers
  5. Information and feedback at every level
  6. Committed leadership
  7. Development of a strategic plan
  8. Providing cross-functional training
  9. Involvement by the employees

There are several other aspects and systems of TQM frequently used by businesses. Some businesses strive to improve on current process because this is a very crucial management mechanism that increases the success of a business organization.

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