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Total Quality Management (TQM)
What is it?
Total Quality Management (TQM) is a management approach to success. All members of the organization or business participate in the improvement process. This approach focuses on continual improvement to find ways to become more effective and competitive as well as improve communication, decision making, employee involvement and environment, etc. It is customer-focused as the customer determines the level of quality and whether efforts were worthwhile
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Steps
1. Identify the need for change
2. Clarify vision and mission with management and employees
3. Survey key customer groups
4. Identify Critical Success Factors (CSF)
5. Map out major processes and sub-processes
6. Train and re-train employees
7. Develop an improvement plan
8. Measure and report
Principles of TQM
Helpful Resources
Examples
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