Total Quality Management
Total Quality Management(TQM) is an organisational process that actively
involves every function and every employee in satisfying customers needs, both
internal and external. TQM works by continuously improving all aspect of work
through structured control, improvement and planning activities that are carried
out in concern with guiding ideology that focuses on Quality and Customer
Satisfaction as the top priorities.
There has been many arguments that TQM succeeds only by incorporating a
concern about quality for the customers throughout the organisation. The truth
of this statement and those facts that disagree with this statement will be look
into and discuss in more detail to achieve the success of TQM.
TQM recognises that the Customer is at the center of every activity. The
customer may be external or internal. The key is to determine the gap between
what the customer needs and what the system delivers. Once the gap is
recognised, it would be systematically reduced and results in never-ending
improvement in customer satisfaction at every level.
TQM depends on and creates a culture in an organisation which involves
everybody in quality improvement. Everyone in the company can affect quality but
must first realise this factor and have the techniques and tools which are
appropriate for improving quality. Thus TQM includes the marketing and
dissemination of quality and methods not only within the organisation and
customers but also to suppliers and other partners.
The general view to achieve success in TQM could be summarised as below:
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