Total Quality Management (TQM) is an ongoing effort by employees and management to improve customer service and the delivery of quality to customers. By ensuring that customer satisfaction is high, the business benefits with greater customer retention as well as improved word of mouth marketing and a better reputation. It helps avoid the spread of bad publicity that comes from bad reviews, and great customer service sets you apart from the competition and gives you a competitive edge or USP over other companies that offer a similar service.
Although TQM originated in the manufacturing industry, like many quality management systems, it can be applied to businesses of any size and in any industry. It is used by service providing businesses, as well as manufacturers and retailers. The primary focus of a company that is committed to TQM is on quality, rather than quantity, and it enables every member of an organisation to provide the very best service to customers.
There are many different models of TQM, and a customer can choose the one that best suits their organisation and their requirements. All TQM models share similar elements and processes, but are all based around the principle of improving customer experience and ensuring that everything is of the highest possible quality. There are tools that can be used to assist in the quality management process. These are used to identify, organise, and analyse data. They can also be used to identify the primary underlying problems that cause waste and loss.
Below are some of the most basic quality management tools. They are simple and easily used by almost anyone, yet still very effective.
Total Quality Management enables and empowers your business to concentrate on quality over quantity. The quest for optimising quality and minimising waste not only continues throughout every stage and every team within the business, but it is also a continuous process. Highlight areas for improvement, determine how to make improvements, and then make those improvements. Monitor results, and then continue to look for new ways in which the organisation can further improve quality output and customer service levels.
Although the tools above can help when introducing quality management systems and controls, they really are only a tool. Changes will be successful only if you have the full support of the entire business, from management to employees, and if you have the dedication to continue with the ongoing optimisation process. The tools will assist in identifying opportunities for improvement, and can even help to identify what changes will prove most effective.
Look at the types of quality management model available, consider the size of your organisation, and if you have employees or managers with experience in these models, consult with them on which will prove most effective. Alternatively, contact a quality management system consultancy, ensure that employees are well trained in the model that you use, and get management as well as employees on board.
Contact us to discuss your needs and see how we can support to reach your goal.
In the current days and age, organisations are always looking ways to more efficient ways to manage their environmental impact and reduce their carbon footprint. With a robust HSEQ (Health,...
Calibration is the process of verifying and adjusting the accuracy of a measurement instrument to ensure that it provides consistent and reliable results. In many industries, calibration is critical to...
Introduction ISO 45001 is the global standard for occupational health and safety management. It was published in March 2018 and replaced OHSAS 18001. ISO 45001 is a framework that provides...