Total Humanity Management: The Art Of Total Quality Management

ALITY MANAGEMENT

Total Quality Management (TQM) is the art of managing the whole to achieve excellence. It is a continuous effort of management along with the employees of an organization to improve the quality of products and services. It holds the belief that all employees should collaborate with each other to produce high quality products and services in order to meet customers' demands and satisfaction. Everyone within an organization plays an essential role in achieving overall customer satisfaction. A successful business should provide high quality products and services to the customers. It can be achieve by focusing on continuous improvements in every aspect of an organization (e.g. processes, systems, people, suppliers, partners, products

In TQM, it is about putting the customers at the center of business decisions. In order for a strategy to be customer-focused, it must reflect the voice of the customer as the customer ultimately determines the level of quality. The quality of a product is not defined only in terms of its durability, packaging, reliability, timely delivery etc., but a customer’s overall experience with the organization.

2. Total employee involvement

Every member of an organization should be involved in the process of decision making in order to achieve continuous process improvement. It is crucial for every member to fully understand the organization’s vision, mission, and guiding principles as well as the quality policies, objectives, and critical processes.

3. Process-centered

Process thinking is the fundamental part of TQM. A process is known as a series of activities that transform inputs into outputs. Organizations should ensure the steps required to carry out the process are designed systematically. Also, performance measures should be monitored continuously to detect unexpected variation.

4. Integrated

A well-developed strategy must embrace the integration and quality development of an organization. It should be focused on achieving an organization’s vision, mission, and goals.

6. Continual improvement

Continuous improvement is a long-term approach that systematically seeks to make small changes rather than implementing a large-scale alteration in order to improve efficiency and quality. It is also known as Kaizen. It helps an organization to become more competitive and more effective at meeting stakeholder expectations.

7. Fact-based decision making

Decision-making within the organization should be based on facts rather than opinions. Therefore, data on performance measures are necessary in order to know how well an organization is performing. Data should be collected and analyzed continuously to improve decision making accuracy. It helps to achieve consensus and allows prediction based on past history.

8. Communications Effective communications plays a vital part in maintaining morale and in motivating employees at all levels. In TQM, everything is bound by strong mortar of communication. It requires effective communication with and among all the members, suppliers and customers of an organization.

(b) Company