According to the definitive text, Total Quality: A User’s Guide for Implementation, Total Quality Management (TQM) is a management technique based on the idea that all “employees continuously improve their ability to provide on-demand products and services that customers will find of particular value.”
The concept of Total Quality Management can be found right in its name: The word “total” implies that all employees in the organization, from development to production to fulfillment, are obligated to improve operations.
And “management” insinuates that this methodology should be a focused effort. Leadership should provide funding, training, staffing, and clearly defined goals to actively manage product and service quality on an ongoing basis.
Customer focus::-
The first of the Total Quality Management principles puts the focus back on the people buying your product or service.
Your customers determine the quality of your product. If your product fulfills a need and lasts as long or longer than expected, customers know that they have spent their money on a quality product.
When you understand what your customer wants or needs, you have a better chance of figuring out how to get the right materials, people, and processes in place to meet and exceed their expectations.
To implement this TQM principle:
. Research and understand your customers’ needs and expectations.
. Align your organization’s objectives with customer needs.
. Communicate with customers, measure satisfaction, and use the results to find ways to improve processes.
. Manage customer relationships.
. Find a balance for satisfying customers and other interested parties (such as owners, employees, suppliers, and investors).
The benefits of being customer-focused include:
. More sales, increased revenue, market share, and mindshare
. Strong customer loyalty leading to repeat business
. Increased possibility that satisfied customers will tell others about your products and services
Total employee commitment
You can’t increase productivity, processes, or sales without the total commitment of all employees. They need to understand the vision and goals that have been communicated.
They must be sufficiently trained and given the proper resources to complete tasks in order to be committed to reaching goals on time.
To implement this TQM principle:
. Clearly communicate and acknowledge the importance of each individual contribution to the completed product.
. Stress that each team or individual accepts ownership and give them the responsibility and opportunity to solve problems when they arise.
. Encourage employees to self-evaluate performance against personal goals and objectives, and make modifications as necessary to improve workflow
. Acknowledge successes and optimized performance to build confidence in your employees and your stakeholders.
. Make responsibilities clear, provide adequate training, and make sure your resources are used as efficiently as possible.
. Encourage people to continually seek opportunities to learn and move into other roles to increase their knowledge, competence, and experience.
. Create an environment where employees can openly discuss problems and suggest ways to solve them.
The key benefits of total employee commitment include:
. Increased employee retention because employees are motivated, committed, and actively involved in working toward customer satisfaction
. Individual and team innovation and creativity in problem-solving and process improvement
. Employees who take pride and accountability for their own work
. Enthusiasm for active participation and contribution to continual improvement
Process approach :
. Adhering to processes is critical in quality management. Processes ensure that the proper steps are taken at the right time to ensure consistency and speed up production.
To implement this TQM principle:
. Use Total Quality Management tools such as process flowcharts to define and delineate clear roles and responsibilities so everybody knows who does what at certain times.
. Create a visual action plan so everybody can easily see the specific activities that need to be completed to achieve the desired result.
. Analyze and measure current activities to see where improvements can be made or where steps in the process are creating bottlenecks.
. Evaluate the impact your processes and activities may have on your customers, suppliers, and all stakeholders.
Benefits of a process approach include:
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