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TQM definitionTotal quality management (TQM) is a management strategy that emphasizes a continuous, organization-wide effort to maintain quality customer service and satisfaction. The goal of TQM is to foster customer loyalty by delivering service levels that keep customers coming back again. The strategy requires consistent feedback from employees and customers to determine how services and products can be improved across the organization and is designed to help companies find a path to strengthen their position in the market, increase productivity, improve customer loyalty and satisfaction, boost employee morale, and improve processes. Whereas many quality management strategies focus on specific departments, TQM includes every department in continually improving a company’s products and services. According to the TQM philosophy, the more you improve processes in every department, the easier it will be to deliver higher-quality products and services to customers. With TQM, everyone in the company should be focused on quality improvement with the shared goal of boosting customer loyalty and satisfaction. TQM principlesEight defining principles of TQM help guide your organization toward better customer service. According to the American Society for Quality (ASQ), the eight principles of TQM are:
TQM modelTQM includes four main phases, known as The PDCA Cycle, for plan, do, check and act. The “planning” stage is when employees determine the root cause of various problems and quality management issues that need to be addressed throughout the organization. Strategies to address the determined problems discovered in the planning stage are developed during the “doing” stage. Ideas are analyzed and measured to determine how effective they are at helping solve the employees’ problems. During the “checking” phase, organizations establish effectiveness by comparing data taken before and after to see how well projects performed and if quality improved. These results are then documented during the “acting” phase, during which time employees gear up to tackle another organizational issue they are facing. Tips for TQM successDr. Deming, a physicist and statistician, was key to the development of TQM and is often referred to as the “Father of Quality Management.” He developed 14 points for implementing TQM successfully in the workplace, each of which is meant to serve as advice to leadership on what values to embrace and how to build a company culture that will enable TQM to thrive in the organization. These 14 points include:
TQM certification and trainingThe following certifications and courses can help you verify your TQM knowledge and get you up to speed as a TQM professional:
Salary for TQM skillsTQM skills are a valuable resource for customer-focused businesses that want to improve customer satisfaction by fostering an environment that supports continual improvement across the organization. According to data from PayScale, the average salary for those reporting TQM skills is $90,000 per year. PayScale also offers data on how TQM skills can impact the annual salary for specific job titles:
Next read thisSarah White is a senior writer for CIO.com, covering IT careers, hiring & staffing, and diversity.
What are the major steps for an organization to follow in implementing TQM?There are five major steps to TQM, and each are essential to successful implementation.. Commitment and Understanding from Employees. ... . Quality Improvement Culture. ... . Continuous Improvement in Process. ... . Focus on Customer Requirements. ... . Effective Control.. What are the 4 principles of TQM?TQM is broadly based on the following principles:. Customer Centric Approach. Consumers are the ultimate judge to determine whether products or services are of superior quality or not. ... . Employee Involvement. ... . Continual Improvement. ... . Strategic Approach to Improvement. ... . Integrated System. ... . Decision Making. ... . Communications.. Why is TQM important to an organization?TQM can have an important and beneficial effect on employee and organizational development. By having all employees focus on quality management and continuous improvement, companies can establish and uphold cultural values that create long-term success to both customers and the organization itself.
Which of the following is true of total quality management TQM )?Which of the following is true concerning total quality management (TQM)? It is the coordination of efforts directed at improving customer satisfaction, increasing employee participation, strengthening supplier partnerships, and facilitating an organizational atmosphere of continuous quality improvement.
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