Quality

In business, engineering, and manufacturing, quality has a reasonable interpretation as the

non-inferiority or superiority of something; it's also defined as being suitable for its intended
purpose (fitness for purpose) while satisfying customer expectations. Quality is a perceptual,
conditional, and somewhat subjective attribute and may be understood differently by different
people. Consumers may focus on the specification quality of a product/service, or how it
compares to competitors in the marketplace. Producers might measure the conformance
quality, or degree to which the product/service was produced correctly. Support personnel
may measure quality in the degree that a product is reliable, maintainable, or sustainable.

Total Quality Management (TQM)

Total Quality Management (TQM) is a management framework based on the belief that an
organization can build long-term success by having all its members, from low-level workers
to its highest ranking executives, focus on improving quality and thus delivering customer
satisfaction.
TQM requires organizations to focus on continuous improvement, or kaizen. It focuses on
process improvements over the long term, rather than simply emphasizing short-term
financial gains.

Principles of Total Quality Management 

TQM prescribes a series of ways for organizations to accomplish this, with the pathway to
successful continuous improvement centered on the use of strategy, data and effective
communication to instill a discipline of quality into the organization's culture and processes.

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1. Customer Focus
The purpose of quality management is to provide customer satisfaction. With customer focus
as an approach, the organization provides services or products meeting the customer
expectations. From having several quality checks to friendly support centers, the ever-
improving quality can be achieved. Organizations that are more customer focused are the one
with larger customer share in the market.
2. Employee Involvement
As Total Quality Management Notes requires the involvement of every employee, it’s the
responsibility of the organization to foster the employee friendly work culture. The work
done by employees should be appreciated and their opinions and feedback are taken into
consideration. A workplace that encourages employees to give their best achieves continuous
improvement in quality.
3. Process-Centered
A fundamental part of TQM is a focus on process thinking. A process is a series of steps that
take inputs from suppliers (internal or external) and transforms them into outputs that are
delivered to customers (internal or external). The steps required to carry out the process are
defined, and performance measures are continuously monitored in order to detect unexpected
variation.
4. Integrated System
Although an organization may consist of many different functional specialties often
organized into vertically structured departments, it is the horizontal processes interconnecting
these functions that are the focus of TQM.
 Micro-processes add up to larger processes, and all processes aggregate into the
business processes required for defining and implementing strategy. Everyone must
understand the vision, mission, and guiding principles as well as the quality policies,
objectives, and critical processes of the organization. Business performance must be
monitored and communicated continuously.
 An integrated business system may be modeled after the Baldrige Award criteria
and/or incorporate the ISO 9000 standards. Every organization has a unique work
culture, and it is virtually impossible to achieve excellence in its products and services
unless a good quality culture has been fostered. Thus, an integrated system connects
business improvement elements in an attempt to continually improve and exceed the
expectations of customers, employees, and other stakeholders.

5. A Strategic and Systematic Plan

A critical part of the management of quality is the strategic and systematic approach to
achieving an organization’s vision, mission, and goals. This process, called strategic planning
or strategic management, includes the formulation of a strategic plan that integrates quality as
a core component.

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6. Continuous Improvement
A large aspect of TQM is continual process improvement. Continual improvement drives an
organization to be both analytical and creative in finding ways to become more competitive
and more effective at meeting stakeholder expectations.

7. Fact-Based Decision Making

In order to know how well an organization is performing, data on performance measures are
necessary. TQM requires that an organization continually collect and analyze data in order to
improve decision making accuracy, achieve consensus, and allow prediction based on past
history.

8. Communication
During times of organizational change, as well as part of day-to-day operation, effective
communications plays a large part in maintaining morale and in motivating employees at all
levels. Communications involve strategies, method, and timeliness.

Basic assumptions of TQM

Quality management is based on several assumptions
1. The involvement of every employee in the company in improving the tiniest aspects
of its operations. This improvement is done through frequent small improvements
rather than large investments (see: Kaizen).
2. Optimizing processes. The use of simple and universal tools and equipment that can
be easily and quickly rearm, maximizes the time when you can produce.
Synchronization of the individual positions can minimize inventory costs. The
execution of tasks right the first time limits number of amendments during the work.
3. The cause of the vast majority of quality problems is improper management of the
company, work organization, motivation. Only a few percent of the errors caused by
employees at the production line. Improve managers first, then employees.
4. The success of the quality management implementation is postponed, because only
the long-term use of above mentioned principles can result in a competitive
advantage. The success can be reflected not only in the activities of the organization,
but also on the benefits to society, the environment, etc., Therefore, the company
needs to take on social responsibility.

Importance of TQM
Quality management plays a crucial role in your company's growth and performance. It is
also a key resource in the competition for customer relationships, striving to deliver a
superior experience. For your business to succeed, quality should be maintained at every
level. Companies can implement a set of procedures to ensure their products meet the
highest quality standards and perform optimally. The end goal is to enhance customer
satisfaction and drive business growth.
TQM can have an important and beneficial effect on employee and organizational
development. By having all employees focus on quality management and continuous
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improvement, companies can establish and uphold cultural values that create long-term
success to both customers and the organization itself. TQM’s focus on quality helps identify
skills deficiencies in employees, along with the necessary training, education or mentoring to
address those deficiencies.
With a focus on teamwork, TQM leads to the creation of cross-functional teams and
knowledge sharing. The increased communication and coordination across disparate groups
deepens institutional knowledge and gives companies more flexibility in deploying
personnel.