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Total quality management

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What is total quality management?

Total Quality Management (TQM) is a comprehensive management approach focused on continuously improving the quality of products, services, and processes across an entire organization. TQM involves all employees, from top management to frontline workers, in the pursuit of long-term success by meeting or exceeding customer expectations and systematically eliminating errors and inefficiencies.

Key takeaways

1
Continuous improvement

TQM is centred on the ongoing enhancement of internal practices, aiming to reduce or eliminate defects and streamline operations.

2
Customer focus

The primary goal is to deliver products and services that meet or exceed customer needs, with customer satisfaction as the central measure of success.

3
Employee involvement

All employees are engaged in quality improvement efforts and empowered through training, open communication, and a culture of accountability.

4
Process-driven

TQM emphasizes understanding, measuring, and improving processes to achieve consistent and efficient results.

5
Integrated system

Quality management is integrated into every function and level of the organisation, aligning with strategic goals and promoting collaboration.

Why TQM matters?

Total Quality Management (TQM) drives operational excellence by increasing efficiency, reducing costs, and minimizing defects, which results in better products and services. By emphasizing quality at every stage, TQM enables organizations to consistently meet or exceed customer expectations, thereby building loyalty and enhancing their reputation. Additionally, a culture of quality empowers employees, reduces turnover, and fosters innovation, leading to higher employee engagement. Ultimately, TQM supports long-term success by embedding quality into the organization’s DNA and aligning with strategic goals, ensuring sustainable growth.

How TQM works

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1
Identify customer needs

Gather feedback and data to understand what customers value most.

2
Set quality goals

Establish measurable objectives that align with customer requirements and business strategy.

3
Engage all employees

Provide training, resources, and a culture that supports quality improvement at every level.

4
Map and improve processes

Define, measure, analyse, and optimise workflows to enhance both quality and efficiency.

5
Monitor and review

Use data and feedback to track progress, make informed decisions, and drive continuous improvement.

Impact on business and operations

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Consistent delivery of high-quality outputs.

Higher satisfaction and repeat business.

Reduced waste, errors, and rework.

Greater engagement and sense of ownership.

Differentiation through quality and reliability.

Impact on financial statements

Real-world examples

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Case study: Car manufacturing

A car manufacturer implements TQM by collecting customer feedback on durability and safety, setting quality goals to reduce defects, and involving every department in process improvement. As a result, the company sees fewer recalls, higher customer satisfaction, and a stronger market reputation.

Frequently asked questions about TQM?

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No. TQM principles apply to all industries, including services and healthcare.
Securing leadership commitment, changing organizational culture, and maintaining ongoing employee engagement.
Yes. Many organizations combine TQM with Lean or Six Sigma for even greater process improvement and efficiency.