3. 1. CUSTOMER FOCUS - Total quality
management (TQM) focuses on current
and prospective clients. Customers
justify product quality. So, the
corporation must guarantee that
clients believe they bought a quality
product if it can meet expectations.
Knowing what a client wants is key to
exceeding their expectations.
Successful firms match goals with
customer demands.
4. 2. Employee Engagement
Giving employees autonomy in conducting their
daily tasks and involving them in the decision-
making process goes a long way in retaining
employees, gaining their loyalty, and increasing
their motivation and commitment toward their
work. When management implements employee
suggestions, it boosts their morale and makes
them feel management cares for them. We should
also reward employees based on their
performance. Rewarding employees for
implementing innovative suggestions send a signal
to others, encouraging them to seek and provide
innovative solutions actively. This will significantly
enhance their productivity.
5. 3. SYSTEM INTEGRATION
An integrated system in TQM refers to a
cohesive methodology where all processes
and departments of an organization
collaborate towards shared objectives. It’s
crucial to comprehend that each
component of the organization impacts
others in a system, and a modification in
one sector may have a ripple effect in
another. Promoting coordination and
synergy among different departments
through an integrated system increases
efficiency and effectiveness, driving the
organization toward its strategic goals.
6. 4. COMMUNICATION
Data may transfer between
departments freely, but there is a
human element to coordinating
processes and making sure an entire
production line is operating efficiently.
Effective communication plays a large
part in TQM to motivate employees,
educate members along a process, and
avoid process errors whether it is
normal day-to-day operations or large
organizational changes.
7. 5. CUSTOMER SATISFACTION
Similarly, total quality management is also
essential for customer satisfaction. When
customers are satisfied, it results in
customer loyalty.
Consequently, satisfied and loyal
customers introduce new customers to
the organization. Customers only return
to an organization if they are satisfied
with the products and services and it
fulfils their needs. By so doing, total
quality management ensures that
beneficial feedbacks are collected from
customers and carefully monitored.
8. 6. CONTINUAL IMPROVEMENT
PROCESS
The sixth TQM principle is continual
improvement. Businesses that thrive are
those that keep adjusting to new market
situations. Therefore, the principle of
continual improvement should be a
permanent objective of any organization.
This principle states that continual change
should be an active business objective. By so
doing, organizational flexibility increased
ability to embrace new opportunities and
improved performance are achieved.
9. 7. DATA
Data Utilization is the systematic approach
of TQM only works if feedback and input is
given to evaluate how the process flow is
moving. Management must continually
rely on production, turnover, efficiency,
and employee metrics to correlate the
anticipated outcomes with the actual
results. TQM relies heavily on
documentation and planning, and only by
utilizing and analyzing data can
management understand if those plans are
being met.
10. 8. SUPPLIER RELATIONSHIPS
Extend the principles of TQM to
your suppliers. Collaborate closely
with suppliers to ensure the quality
of incoming materials and
components.
11. 9. BENCHMARKING
The purpose of benchmarking is to fill
gaps in firms’ performance by taking
an independent look at it, comparing
it with others and adopting the best
practice being followed by
competitors in all areas of
operations. Benchmarking helps
organisations move from
introspective to externally focused
areas of business operations.
12. 10. BRAINSTORMING
When managers want to find the
cause or solution of any problem, they
use the method of brainstorming
where they try to generate as many
ideas as possible by encouraging all
organizational members to contribute
to the solution. This method breaks
barriers between the departments and
the levels of hierarchy and encourages
everyone to develop collaborative
behaviour which strengthens their
groups skills.
13. 11. IMPROVEMENT
TOOLS
In order to improve
quality and remain
competitive in the global
economy, firms adopt
the right improvement
tools, techniques and
methodologies.
14. 12. LEADERSHIP
The second principle of total
quality management is
leadership. Good leaders help
to unite an organisation and
give people a sense of
direction. They create and
nurture an environment
where everyone’s views are
given careful consideration in
charting a course to the
organisational objectives.
15. 13. OPENWORK
ENVIRONMENT
Managers should welcome
suggestions from employees
and encourage them to do so
without considering
prejudice. Organizational
structure should be relatively
flat so senior managers are
easily accessible and consider
ideas provided by juniors.
16. 14. QUALITY POLICY
A quality policy outlines an
organization's commitment to
delivering quality products and
services. It should be based on
the organization's mission and
vision and guide quality
management practices. The
policy should be communicated
to all employees and
stakeholders to ensure
understanding and adherence.
17. 15. CUSTOMER RELATIONSHIP MANAGEMENT
Emphasizes the significance of forging and maintaining
robust relationships with all stakeholders, including
customers, employees, suppliers, and partners.
Effective relationship management can increase trust,
cooperation, and mutual success. It involves open,
transparent communication, fair dealings, and a
commitment to meeting each party’s needs and
expectations. Successful relationship management can
bolster reputation, increase customer retention, and
foster enduring partnerships, thus ensuring sustainable
growth and success.
18. 16. CONTINUOUS PROCESS
of improvement for individual,
groups as well as the entire
organisation, whereby managers
attempt to change the
organization’s way of working by
developing people’s knowledge
about what to do, how to do,
doing it with the right methods
and measuring the improvement
of the process and the current
level of achievement.
19. 17. CONTINUAL IMPROVEMENT
Every industry must continuously
enhance its processes to satisfy its
customers. TQM helps the business
track the system’s ongoing
development to improve the
industry’s service and goods.
Continual improvement, the most
important of the eight TQM
principles, helps the business gain a
competitive edge. The most
important principle is also this one.
20. 18. STRATEGIC AND SYSTEMATIC
APPROACH
A company's processes and
procedures should be a direct
reflection of the organization's
vision, mission, and long-term
plan. TQM calls for a system
approach to decision making that
requires that a company dedicate
itself to integrating quality as its
core component and making the
appropriate financial investments
to make that happen.
21. 19. COMMITMENT
Employees must buy into the processes
and system if TQM is going to be
successful. This includes clearly
communicating across departments and
leaders what goals, expectations, needs,
and constraints are in place. A company
adopting TQM principles must be willing
to train employees and give them
sufficient resources to complete tasks
successfully and on time. TQM also
strives to reduce attrition and maintain
knowledgeable workers.
22. 20. ADHERENCE TO PROCESSES
TQM's systematic approach relies
heavily on process flowcharts, TQM
diagrams, visual action plans, and
documented workflows. Every
member engaged in the process
must be aware and educated on
their part of the process to ensure
proper steps are taken at the right
time of production. These processes
are then continually analyzed to
better understand deficiencies in the
process.
23. 21. BENEFITS OF TQM
PRINCIPLES
Hence, organizations that
employ Total Quality
Management principles foster
mutual respect and teamwork
amongst their employees. This
is true because TQM principles
foster a single-organizational
culture of excellence and
ensure that employees uphold
the same principles of work.
24. 22. CONTINUOUS QUALITY
IMPROVEMENT
Customer satisfaction is key to the
survival of any business, and to
satisfy customers, business needs
to constantly work towards
improving their quality. They
should have certain benchmarks
that help them maintain basic
standards and quality, and in no
circumstance should the quality of
their products and services fall
below these standards.
25. 23. EMPOWERING
EMPLOYEES
Leaders must empower
employees by providing them
with the necessary tools,
resources, and training to do
their jobs effectively. This
includes giving employees the
autonomy to make decisions
and take ownership of their
work.
26. 24. QUALITY MANAGEMENT
SYSTEM
A TQM strategy should establish a
system for monitoring and
evaluating progress toward
achieving quality goals and
objectives. This should include
regular performance reviews,
audits, and customer feedback. The
results should be used to identify
improvement areas and adjust the
TQM strategy accordingly.
