Which one of the following statements is a key feature of Total Quality Management TQM )?

The way organizations are managed not only determines the quality of its products and services – but ultimately its success.

Businesses use a Total Quality Management approach to how it manages in an effort to improve how work gets done.

All organizations benefit from Total Quality Management (TQM).

Total Quality Management (TQM) is defined as 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.

What is Total Quality Management (TQM)

TQM looks at the organization as a system and incorporates improvement efforts to enhance the organizational structure so customers (both internal and external) needs are met and streamlined for cost-effective and service-oriented approaches.

8 Characteristics of TQM

1. Customer Focused

Quality begins and ends with the customer.

The customer dictates what the focus will be as well as the approach to achieving those results.

But most importantly the customer determines if the efforts were successful.

For instance, organizations solicit feedback from customers about products and services. Use what is learned from that feedback to improve the product or service.

2. Involved Employees

Organizations that manage with TQM understand the importance of employee involvement.

These front-line members of the team often hold the answers to solving problems and improving how work gets done.

Who more than the person on the line to recognize when something is not working.

For instance, in the service industry, employees are the ones who interact with customers and hear real-time feedback.

Use employees to help identify areas to improve for the customer.

3. Process Oriented

Everything has a process. Whether the process to hire employees or a process to make a cake – there are steps that lead the way.

TQM organizations study steps in a process, fine-tune those steps, and work to eliminate unnecessary steps that can save time and money.

For instance, use quality tools to create a visual for internal processes. Look at the steps in the process and work to reduce or eliminate unnecessary steps.

4. Mutually Dependent Systems

Most organizations have several departments or areas of expertise but all have systems that support the final delivery of the product.

Organizations that manage with TQM integrate these internal systems to create a seamless process. 

This is done by creating a culture that understands and values how quality is determined and how it is achieved.

For instance, create training for all employees that teaches quality concepts and reinforces why they are there – the vision and mission of the organization.

5. Strategic Approach

Businesses that operate under a TQM model, use strategy to help achieve mission and vision.

They develop a strategic plan and use that as the cornerstone for its quality efforts and all decision making.

Invest the time to create a mission and vision statement and use that to guide the development of a strategic plan.

6. Continuous Improvement

Continuous improvement is how organizations get better at what they do by working to improve processes that create products and services.

These constant efforts help to ensure the organization remains competitive and meets the expectations of key stakeholders.

Make it part of daily practice to pay attention to how work gets done and continuously look for ways to improve even the most insignificant tasks.

7. Data-Driven Decisions 

Data drives decisions in TQM organizations. Data is collected, analyzed, and used to improve internal operations.

All decisions are based on the continuous collection of business data.

Business Data is determined by the identification of key success measures. It is those measures that drive decisions.

Spend some time identifying the critical success factors for your organization and create a process to collect and report data on those factors.

8. Effective Communications

Communicating is a priority in organizations that strive to improve.

Employees and customers are provided with ongoing communication and interaction with the organization.

There are strategies that drive communication and employees are provided information about internal changes as they become available.

Create a communication strategy and constantly look for ways to communicate with all key stakeholders.

TQM Benefits

Organizations that use the TQM management model enjoy the benefits of:

• customer loyalty

• cost savings

• higher employee productivity

• more profitability

• improved processes

• improved employee morale

• positive work environment.

TQM organizations manage by focusing on what the customer wants, continuously improving work processes, make decisions based on what data is telling them, and are committed to learning from the experience of their employees.

This approach can’t help but set your organization apart from the competition.

Which of these quality characteristics does your organization operate by?