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Total Quality Management

Total Quality Management (TQM) is a comprehensive and structured approach to organizational management that search for to increase the quality of products and services through ongoing enhancements in response to continuous feedback. TQM necessities may be defined separately for a particular organization or may be in adherence to established standards, such as the International Organization for Standardization's ISO 9000 series. TQM can be applied to any type of organization; it originated in the manufacturing sector and has since been adapted for use in almost every type of organization possible, including schools, highway maintenance, hotel management, and churches. As a current focus of e-business, TQM is based on quality management from the consumer's point of view.

TQM procedures are divided into four sequential categories: plan, do, check, and act (the PDCA cycle). In the planning phase, people describe the problem to be addressed, collect relevant data, and ascertain the problem's root cause; in the doing phase, people develop and implement a solution, and decide upon a measurement to gauge its efficiency; in the checking phase, people confirm the results through before-and-after data assessment; in the acting phase, people document their results, inform others about procedure changes, and make recommendations for the problem to be addressed in the next PDCA cycle.

The principles of quality management

  • Customer-Focused Organization - organizations depend on their consumers and thus should understand current and future customer requirements, meet customer necessities and strive to exceed customer expectations
  • Leadership - leaders establish unity of purpose, direction and the internal environment of the organization. They create the environment in which people can come to be fully involved in attaining the organization’s objectives
  • Involvement of People - people at all levels are the essence of an organization and their full involvement allows their abilities to be used for the organization’s benefit
  • Process Approach - a desired result is achieved more proficiently when related resources and activities are managed as a procedure
  • System Approach to Management - recognizing, understanding and managing a system of interrelated procedures for a given objective contributes to the efficiency and effectiveness of the organization
  • Continual Improvement - continual improvement is an enduring objective of an organization
  • Factual Approach to Decision Making - effective decisions are based on the logical and intuitive analysis of data and information
  • Mutually Beneficial Supplier Relationships - mutually beneficial relationships between the organization and its suppliers improve the ability of both organizations to create value

Benefits of TQM Certification

Here are some direct and indirect benefits that TQM offers:

  • Flexibility to changing or emerging market conditions and to environmental and other government regulations
  • Higher productivity
  • Improved market image
  • Removal of defects and waste
  • Reduced costs and better cost management
  • Improved job security
  • Strengthened competitive position
  • Improved customer loyalty and retention
  • Developed customer focus and satisfaction
  • Higher profitability