Total Quality Management (TQM) is a management approach that emphasizes team-based work focused on continuously improving quality and meeting customer demands. TQM strives to incorporate new knowledge and experiences to improve management processes. Management plans, reviews, and implements action plans, while encouraging employee participation, recognition, training, and empowerment to create high morale. Studies have found TQM can improve organizational performance when properly implemented but faces barriers like employee resistance to change, lack of training, and poor management commitment. Both advantages like customer satisfaction and reduced costs, and disadvantages like increased costs and less creativity must be considered.

1. Total Quality Management
SEANA LA GALA
OLD DOMINION UNIVERSITY

2. Total Quality Management
Employees who believe management is concerned about them as a whole
person – not just an employee – are more productive, more satisfied, more
fulfilled. Satisfied employees mean satisfied customers, which leads to
profitability.
-Anne M. Mulcahy

3. Problems and Thesis
 Management techniques differ from each type of organization and job within
organizations.
 There are many different types of management approaches.
 There are many different types of individuals with different management
approaches and styles.
Total Quality Management can be an effective system to follow for the daily
operation of healthy club facilities depending on former management systems
and type of health club being operated.

4. Total Quality Management
 “Total quality management (TQM) - A unique way of organizing productive effort
by emphasizing team‐based behavior directed toward improving quality and
meeting customer demands.”
 TQM focuses on quality and customer demands and expectations instead of the
volume of production.
(Landy, 2007, p. 544)
 TQM strives to continuously improve management processes by incorporating
new knowledge and new worker’s experiences.
 TQM encourages team-oriented work that focuses on quality improvement.
(Hashmi, n.d.)

5. Total Quality Management
 Management is in charge of planning, reviewing, and implementing action plans
and completion of action plans.
 Management should encourage employee participation by recognizing
completion and measurement of completion of action plans, train employees
properly, and create excellence teams or individuals with benefits depending on
type of work done. This will create high morale and empower employee work.
 Having a checklist for work needing completed will create visual completion for
both employee and management and will create a drive for continuous
improvement and completion.
(Hashmi, n.d.)

6. Effective Processes
 Cucui G. Gabriel and Cucui I. Alina (2014) conclude quality management is particularly
important for sports organizations, which must take place often with limited resources.
Such constraints limit the organization's ability to engage in training, although it is
known positive correlation between the degree of training of athletes and the
organization performanţial.
 The findings from Alolayyan, Ali, and Idris (2011) prove there is a positive rapport
between TQM and operational flexibility of a health institution in Jordan. 400
questionaires, involving TQM as the independent variable and 8 principles (leadership,
employee management, information analysis, training, customer focus, continuous
improvement, process management, and supplier management), were given to
selected responders with a 57 percent response rate for the final findings.
(Alolayyan, Ali, and Idris, 2011)

7. Ineffective Processes
 Talib and Rahman (2015) explain that despite what benefits may be incorporated
by total quality management, the benefits are not easy to achieve.
 Talib’s research found 12 barriers from industries using TQM: attitude of
employees towards quality, employee’s resistance to change, high turnover at
management level, human resource barrier, inadequate use of empowerment and
teamwork, lack of communication, lack of continuous improvement culture, lack of
coordination between departments, lack of proper training and education, lack of
top-management commitment, no benchmarking, and poor planning.
(Talib and Rahman, 2011)

8. Advantages of TQM
 Customer Satisfaction. With more customers who leave satisfied, the more positive
slander you achieve from outside the business – meaning more profit.
 Defect Reduction. TQM focuses on better quality product – making the most out
of the first time.
 Cost Reduction. With TQM making the most out of the first time, cost of product
is reduced.
 Morale. With more customers happy – more employees tend to be happy, causing
less retention rates and less money spent on training and development of
employees.

9. Disadvantages of TQM
 Quality is expensive. With good quality, comes more customers but that quality is
more expensive.
 Demands planning. TQM as a new management technique can take years to
implement.
 Discourages creativity. TQM focuses on task standardization rather than new idea
in every day situations.

10. References
Hashmi, Khurram. (2011). Introduction and Implementation of Total Quality Management
(TQM). Retrieved from: https://www.isixsigma.com/methodology/total-quality management-
tqm/introduction-and-implementation-total-quality-management-tqm/.
Landy, F. J., & Conte, J. M. (2007). Work in the 21st century: An introduction to industrial and
organizational psychology (5th ed.). Malden: Blackwell Publishing.
Main Naser Alolayyan, Khairul Anuar Mohd Ali, Fazli Idris, (2011). The influence of total
quality management (TQM) on operational flexibility in Jordanian hospitals: Medical
workers' perspectives. Asian Journal on Quality, 12(2), 204-222.
Talib, F., Rahman, Z. (2015). Identification and prioritization of barriers to total quality
management implementation in service industry. TQM Journal, 27(5), 591-615.