Refers to all processes, efforts, and work done or inputs given to an organization by its employees from lower to upper levels.
Example: As a business owner, the quality or amount of excellence you provide to your customers through your goods or services.
Quality
The level of excellence or standard you provide to ensure customer satisfaction.
Aim to give the best services or products to meet customer needs and preferences.
Management
A complete process involving planning all necessary steps to execute any operation successfully.
Definition of TQM
TQM is a complete process encompassing well-organized and planned activities by all employees and bosses to achieve targets set by the company's owner.
Examples: Producing quality products, providing good services, ensuring customer satisfaction, and achieving these goals within a reasonable time and price.
Example Company: Gesture
John owns the perfume company "Gesture" which aims to create a new fragrance to attract customers and generate revenue.
Focuses on systematic and arranged processes to promote products and ensure customer satisfaction.
Main Principles of TQM
Customer Satisfaction
Initial and crucial step in any business process.
Identify target audience and produce goods/services according to their needs and preferences.
Key Points:
Good customer behavior and communication.
Offer best services at reasonable prices.
Take feedback and reviews.
Regular surveys to understand changing customer needs.
Total Employee Involvement
Employees play a key role in the company's development.
Engagement and interest in work lead to company growth.
Continuous Improvement
Adapt to new technologies and patterns to improve skills and grow.
Strategic and Systematic Approach
Success depends on complete planning and strategy.
Define audience, service provision, and strategic planning.
Integrated System
Example: A book involves multiple sections (printing, binding, etc.) working together.
Total involvement of the organization in performing tasks.
Fact-Based Decision Making
Decisions based on facts and theories, not assumptions.
Advantages of TQM
Improvement in Company Environment
Better environment leads to increased energy and productivity.
Excellent Customer Satisfaction
Monitor and improve through feedback and surveys.
Good Public Image
Positive public image enhances growth and target achievement.
Reduce Non-Productive Activities
Focus on productive activities to generate good revenue.
Better Personal Relations
Eliminates defective products, builds trust between brand and customers.
Disadvantages of TQM
Production Disruption
Training employees may halt production.
Employee Resistance
Employees may disagree with working in a framed pattern.
Increased Costs
TQM increases expenses due to additional steps and training.
Discourages Creativity
Framed patterns limit opportunities for new creativity.
Conclusion
TQM is essential for ensuring quality and customer satisfaction but comes with challenges such as increased costs and potential disruption in creativity.