Total Quality Management is a management approach of an organisation centred on quality, based on the participation of all its members and aiming at long-term success. This can be achieved through customer satisfaction and it comes with benefits to the company and to the employees who work there.
TQM is a way of thinking about goals, organisation, people and process to ensure that he right thing is done first time.
There are 8 key elements to TQM:
customer-focused organisation - organisations depend on their customers and therefore should understand current and future customer needs, meet customer requirements and strive to exceed customer expectations
leadership - leaders establish unity of purpose, direction and the internal environment of the organisation. They create the environment in which people can become fully involved in achieving the organisation's objectives
involvement of people - people at all levels are the essence of an organisation and their full involvement enables their abilities to be used for the organisation's benefit
process approach - a desired result is achieved more efficiently when related resources and activities are managed as a process
system approach to management - identifying, understanding and managing a system of interrelated processes for a given objective contributes to the effectiveness and efficiency of the organisation
Kaizen (continual improvement) - continual improvement is a permanent objective of an organisation
factual approach to decision making - effective decisions are based on the logical and intuitive analysis of data and information
mutually beneficial supplier relationships - mutually beneficial relationships between the organisation and its suppliers enhance the ability of both organisations to create value
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