The Objective of Total Quality Management Essay -- Total Quality Manag

The Objective of Total Quality Management Total Quality Management(TQM) is an organisational process that actively involves every function and every employee in satisfying customers needs, both internal and external. TQM works by continuously improving all aspect of work through structured control, improvement and planning activities that are carried out in concern with guiding ideology that focuses on Quality and Customer Satisfaction as the top priorities. There has been many arguments that TQM succeeds only by incorporating a concern about quality for the customers throughout the organisation. The truth of this statement and those facts that disagree with this statement will be look into and discuss in more detail to achieve the success of TQM. TQM recognises that the Customer is at the center of every activity. The customer may be external or internal. The key is to determine the gap between what the customer needs and what the system delivers. Once the gap is recognised, it would be systematically reduced and results in never-ending improvement in customer satisfaction at every level. TQM depends on and creates a culture in an organisation which involves everybody in quality improvement. Everyone in the company can affect quality but must first realise this factor and have the techniques and tools which are appropriate for improving quality. Thus TQM includes the marketing and dissemination of quality and methods not only within the organisation and customers but also to suppliers and other partners. The general view to achieve success in TQM could be summarised as below: Quality as strength Quality in all processes The importance of management The involvement, commitment and responsibility of everybody Continuous improvement Zero defects Focus on prevention rather than inspection Meeting the needs of target customers Recovery Benchmarking A prerequisite for successful quality improvement is first, to understand how quality is perceived and valued by customers. 4 ‘Q' Design Quality Technical Quality Production Quality Delivery Quality Functional Quality Relational Quality Image Experiences Expectation Customer Perceived Quality ... ...ccess. Ownership and the Elements of Self-Management Total quality programmes are founded on the principal that people want to own the problems, the process, the solution and ultimately the success associated with the quality improvement. Psychologically, the ownership advocated by TQM ties in the development in organisational design away from traditional models of imposing management control over employees' behaviour. Recognition and Rewards TQM system considers the rewards and recognition to be critical to a company's programme, particularly when greater involvement of staff is required. Positive reinforcement through recognition and rewards is essential to maintain achievement and continuous improvement through participative problem-solving projects. The Quality Delivery Process TQM is not just the awareness of quality for the customers. It demands the implementation of a new system. Finally, the main objective of TQM may put the customer at the center of every activity and consider the process as customer driven, but all other factors which do not involve the customers have to be taken into consideration for the successful implementation of TQM.