Total Quality Management (Tqm)

Total quality management (Tqm) is an integrated organizational effort designed to improve quality at every level. In this context, ‘quality’ can be defined as fitness for purpose, conformance to requirements, or the degree to which a set of inherent characteristics fulfills the needs of the customer.

There are many different interpretations of TQM, but most share a common focus on the following key elements:

• A commitment to customer satisfaction

• Continuous improvement

• Involvement of all employees

• Process-based approach

• Preventive rather than corrective action

In order for an organization to improve its quality, it must first identify the needs and expectations of its customers. Once these have been established, businesses need to develop a plan for meeting or exceeding them. This will typically involve setting quality objectives and targets, as well as implementing new processes or improving existing ones. To be successful, TQM requires the involvement and commitment of all employees at all levels.