Question

In 200 words or more Discuss total quality management, its two core principles, and the concept of continuous improvement.

Answer 1

Total Quality Management (TQM), as the name suggests, refers to the management philosophy of improving overall quality and performance of the organization. Total quality management takes into account the quality aspects of all the departments, functions, processes and systems of the organization. The main objective of TQM is to provide higher quality of products and services to its customers leading to their higher satisfaction and retention or loyalty with the organization. The strategic approaches to TQM includes providing training to the employees of the organization so that they have upgraded skills and are in a better position to serve customers and meet their immediate needs and wants. Making constant and frequent system upgradations - both technical infrastructure as well as policies and guidelines with the objective of serving customers in a cost-effective and timely manner.

As a result of total quality management practices, organization is able to save unnecessary costs, time and improve customer satisfaction. TQM works on two core principles of - (1) Customer-centric approach and (2) Employee involvement.

Customer-centric approach emphasises on the fact that the customers are the ultimate judge of the quality of the products and services of the organization. Therefore, all the strategies, policies and actions must be implemented with the objective of effectively satisfying the needs of the customers. Where as, Employee involvement refers to involving each and every employee, irrespective of their position in the organizational hierarchy, in the improvement of the quality. Employees are empowered through training and development activities to make them take their own decisions and held accountable for them.

Continuous improvement is an integral component of Total Quality Management. Continuous improvement refers to the practice of identifying improvement areas in the service offerings and making constant efforts to improve them and finding better ways of providing higher quality of service.