3 A B C D E F G H I J K L M N O P Q R S T U V W Y

Total Quality Management

Total Quality Management (TQM) aims for long term success through customer satisfaction. To implement TQM, all members of an organization try to improve not only processes, products and services, but also the culture and style of the way they work.

A TQM strategy highlights eight aspects:

  • customer focussed
  • process centered
  • engagement of all staff
  • strategic and systematic approach
  • integrated system
  • evidence based decisions
  • communication
  • continuous improvement.

TQM implementation uses a variety of quality tools, such as QFD, Taguchi methods, SPC, corrective-action response teams, cause-and-effect analysis, problem-solving methodologies, and making operations fail-safe.