Total Quality Management (TQM) is an approach that seeks to improve Quality and Performance, which will meet or exceed customer expectations.
This can be achieved by integrating all quality-related functions and processes throughout the company. TQM looks at the overall quality measures used by a company including managing quality, design and development, quality control and maintenance, quality improvement, and quality assurance.
TQM takes into account all quality measures taken at all levels and involving all company employees.
Many companies believe that the costs of the introduction of TQM are far greater than the benefits it will produce. However research across a number of industries has indicated that costs involved in doing nothing, i.e. the direct and indirect costs of quality problems, are far greater than the costs of implementing TQM.
The advantages of total quality management (TQM) include:
  • Cost reduction. When applied consistently over time, TQM can reduce costs throughout an organization, especially in the areas of scrap, rework, field service, and warranty cost reduction. Since these cost reductions flow straight through to bottom-line profits without any additional costs being incurred, there can be a startling increase in profitability.
  • Customer satisfaction. Since the company has better products and services, and its interactions with customers are relatively error-free, there should be fewer customer complaints. Fewer complaints may also mean that the resources devoted to customer service can be reduced. A higher level of customer satisfaction may also lead to increased market share, as existing customers act on the company's behalf to bring in more customers.
  • Defect reduction. TQM has a strong emphasis on improving quality within a process, rather than inspecting quality into a process. This not only reduces the time needed to fix errors, but makes it less necessary to employ a team of quality assurance personnel.
  • The ongoing and proven success of TQM, and in particular the participation of employees in that success can lead to a noticeable improvement in employee morale, which in turn reduces employee turnover, and therefore reduces the cost of hiring and training new employees.
Our Team can help organizations to start their journey towards TQM through Training and facilitating the implementation of various TQM tools and techniques. Our experts hold strong credentials in theory as well as in practice.