🎯 Features of Total Quality Management (TQM)
💡 Meaning of TQM
The concept of Total Quality Management (TQM) was developed in the 1960s in Japan by , who is often regarded as the father of TQM. It is a strategic approach focused on producing the best possible products or services through constant innovation and timely action, emphasizing the rather than their rectification.
“TQM is a management approach that places emphasis on continuous improvement in quality, benefiting both the organization and its customers.”
📋 Key Characteristics of TQM
1. Customer Focus
TQM places emphasis on meeting the requirements of both internal and external customers. To satisfy external customers, it is essential first to meet the needs of internal customers (employees).
2. Continuous Process
TQM is a continuous process of improvement. Constant efforts are made to enhance quality and reduce internal costs. This helps the organization face competition and meet customer requirements. TQM is a journey without a final destination, as there is always a better way of doing things.
3. Defect-Free Approach
TQM emphasizes defect-free work. This approach is often phrased as "Right First Time," "Working Smarter," or achieving "Zero Defects" to ensure the highest quality output.
4. Employee Involvement
In TQM, everyone is involved, from the managing director to the most junior employee. It is a company-wide effort that includes departments like accounting, finance, marketing, and even canteen staff.
5. Recognition and Rewards
Recognition and rewards are an integral part of a company's TQM program. Positive reinforcement is essential to maintain high levels of achievement and encourage continuous improvement in quality.
6. Synergy in Teamwork
TQM champions the concept of synergy (working together). For example, engineers, technicians, and workers often collaborate as equals, creating what Professor Okuda has called a 'synergetic partnership.'
7. Proven Techniques
TQM is implemented using various techniques such as Quality Circles, Value Engineering, and Statistical Process Control. These tools help in systematically improving processes and procedures.
8. System Approach
TQM is a systemic approach to managing the business and improving overall performance. It requires total commitment from the CEO and senior leadership to successfully launch and sustain the initiative.