Total quality management aims to improve performance and processes, leading to better products and services for customers. It involves a team approach, focusing on employee and business performance, with regular evaluation and a focus on measurable goals. It requires a change in traditional top-down management, with a shared vision for improvement and a culture of open communication and feedback.
Total quality management and performance are closely related because the ultimate goal of total quality management (TQM) is to improve performance and processes, which in turn should improve the services and products offered to customers. In this type of management, the entire company or organization using it strives to undergo a change in both culture and procedures, so everyone is focused on doing their part to improve themselves and the organization as a whole. It is a team approach that focuses on both employee performance and business performance.
Employee performance is an essential element of total quality management. According to this management system, everyone in the organization, from senior managers to lower-level employees, should focus on their own performance and improvement. Regular evaluation, both formal and informal, of the performance and achievements of all employees is part of total quality management. By maintaining effective communication and a constant focus on evaluation and improvement, the performance of all employees should be positively impacted. This is one way total quality management and performance are related.
Customer satisfaction, and expected higher sales, are another way that total quality management and performance are linked. The focus is on measurable goals and a determination to create and achieve those goals that will improve the overall performance of the business or organization. Measurable goals might include increased sales, increased manufacturing efficiency, increased markets to which products and services are offered, or increased customers responding positively to satisfaction surveys. The quality of products and services offered to customers is an area that should be a focus area for improvement within the scope of total quality management. Once total quality management is successfully implemented, there should be a company-wide focus on increasing customer satisfaction through improved processes, products and services.
Total Quality Management is meant to be a change in the traditional top-down management mindset that has long been prevalent in the business world. When this management system is implemented, all people employed by a company should share a common vision of improving performance, which impacts everyone’s work and holds each one accountable. If total quality management is introduced and successfully employed, it should lead to increased buy-in of all employees into the company’s management strategies. Under this system, ideas and suggestions, as well as constructive criticism, from all employees are welcome.
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