Benefits of TQM

Total quality management (TQM) is the process of applying a “zero defect” philosophy to the management of all resources and relationships within an organisation, as a means of developing a culture of continuous improvement with focuses on meeting customer expectations. It reflects a concern to improve the quality and performance of activities that increase customer satisfaction. The benefits of a successful TQM programme include:

1. Increased awareness of the benefits of, and need for, a “quality culture” within the company which should improve performance.

2. A formal commitment throughout the organisation, from senior management down, to “continuous improvement” in all processes.

3. Greater focus on customer satisfaction and meeting customer expectations.

4. Greater emphasis upon teamwork and communication, used in a number of forms such as employees committees, groups and quality circles.

5. A TQM programme might encompass process redesign, which could simplify the process and systems in the company.

6. Timeliness will become even more important (providing a speedier response to customer requests and ensuring 100% on-time delivery).

7. The adoption of a TQM philosophy will necessitate the monitoring of quality costs in order to measure whether the objective of a continuous improvement is being achieved. A concern for good quality should save the company money in the long term. It is poor quality that costs money, through the various “quality related costs”.




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