What is Total Quality Management? A process to manage quality under ISO 9000

Total Quality Management (TQM)

·   It is the process that suggests that high quality standards (e.g., ISO 9000) should be maintained in other aspects of management such as production cost, marketing, sales promotion, etc.

Total quality management is based on the four powerful elements:

1. Focus on customer expectations,
2. Employees' involvement,
3. Mastery of processes,
4. Team work.

Definition of TQM:

·         According to John Gilbert, Total Quality Management is "A process designed to focus on customer expectations, preventing problems, building commitment to quality in the workforce and promoting open decision-making."

Advantages of TQM

• Strengthened competitive position
• Adaptability to changing or emerging market conditions and to environmental and other government regulations
• Higher productivity
• Enhanced market image
• Elimination of defects and waste
• Reduced costs and better cost management
• Higher profitability
• Improved customer focus and satisfaction
• Increased customer loyalty and retention
• Increased job security
• Improved employee morale
• Enhanced shareholder and stakeholder value
• Improved and innovative processes