Total Quality Management Process

Total Quality Management

Introduction

Total quality management (TQM) is a way of managing people and business processes to ensure complete customer satisfaction at every stage. It is a holistic approach to future success that regards continuous improvement in each aspect of the organisation as a process and not as a goal. Its main aim is to transform the organization through changes in processes, practices and systems. It transcends the product quality approach to involve each person in the organization and encompasses its every function: administration, communications, manufacturing, training, marketing and planning etc. TQM can be applied to any type of organization; it originated in the manufacturing sector and has since been adapted for

This concept was developed further by the Americans in the 1940s; notable figures include Deming, Juran and Feigenbaum. The focus was widened from quality of products to quality relating to all issues in an organization. This marked the start of total quality management. TQM started with Elton mayo’s Hawthorne experiments from 1927 to 1932, these experiments had workers involved in decision making to improve productivity. In the 1930s the Hawthorne plant studied lighting levels, workday hours and resting period lengths to increase productivity. During this study the researchers found that when lights were brighter the workers’ productivity increased, and when lighting levels were lower their productivity also increased. The change in behaviour is showed by the employees is called the Hawthorne effect. It states that productive increases when workers are actively involved in studies or decision making. Another advancement also in the 1930s was the development of control charts by Walter

The long term pros however far outweigh the near sighted advantages. Due to this process taking years to perfect and implement correctly, most organizations are worried about the long term gains. Some of the pros of TQM in the long run include high moral, lower costs, better customer loyalty and trust, better market infiltration and heightened productivity. Using TQM decreases the chances of making mistakes and creating inferior products that can damage the reputation of a company. It also increases the popularity and status of the organization within society while saving it money and time in the long run. Overall it increases employee satisfaction and produces an air of enthusiasm and welcomes professional attitude to work. Maybe the most beneficial of all short team gains is its potential to increase team work and spread friendship in a production