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Total Quality Management

Total Quality Management (TQM) is a management approach that originated in the 1950s and has steadily become more popular since the early 1980s. Total quality is a description of the culture, attitude and organization of a company that strives to provide clients with products and services that satisfy their requirements. The culture requires quality in all aspects of the company’s operations, with procedures being done right the first time and defects and waste eradicated from operations.

Total quality management is an organization-wide philosophy with its core values centered on continually improving the quality of its product and services, and the quality of its procedures, to meet and exceed client expectations.

This means that everyone in the organization - from top management to the employees - plays a role in providing quality products and services to clients. Even suppliers and the clients themselves are part of the TQM.

The principles of quality management:

  • Customer-focused organization - organizations depend on their customers and therefore should understand current and future customer needs, meet customer requirements and strive to exceed customer expectations
  • Leadership - leaders establish unity of purpose, direction and the internal environment of the organization. They create the environment in which people can become fully involved in achieving the organization’s objectives
  • Involvement of people - people at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization’s benefit
  • Process approach - a desired result is achieved more efficiently when related resources and activities are managed as a process
  • System approach to management - identifying, understanding and managing a system of interrelated processes for a given objective contributes to the effectiveness and efficiency of the organization
  • Continual improvement - continual improvement is a permanent objective of an organization
  • Factual approach to decision making - effective decisions are based on the logical and intuitive analysis of data and information
  • Mutually beneficial supplier relationships - mutually beneficial relationships between the organization and its suppliers enhance the ability of both organizations to create value

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