TQM is a management model that focuses on customers and the development of products and services that meet the needs, and exceed the expectations of, customers. This is done by creating an integrated “system” that is process centered, has total employee involvement and is completely customer focused. Creating a culture that is customer focused, and collecting and studying data that supports efforts for the customer, are critical components to the system.
This is done through a data supported, fact-based approach of continuous improvement with a strong communication model for the entire organization. These improvements are generally done using quality improvement methodologies from the great quality gurus of our time – Deming, Crosby, Juran and Feigenbaum, to name a few.
The Benefits of TQM
TQM looks at the organization as a “system” and incorporates improvement efforts to enhance the organizational structure so customer (both internal and external) needs are met and streamlined for cost effective and service oriented approaches.
Some specific TQM benefits are customer loyalty, cost savings, higher productivity, higher profitability, improved processes, improved employee morale and positive work environment.
From personal experience, I’ve incorporated TQM in the service industry. And as in most leadership/management models, if you focus on the customer’s needs and wants, provide your employees with the tools to meet those needs and reward them for doing a good job, you have a very solid model for supporting a loyal customer base.
