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Total Quality Management (TQM) is a technique which believes in providing quality results to customers through the elimination of the errors and wastes in the system. Any activity or process that does not add value to the customer is considered to be a waste. Prevention of waste requires a conscious and continuous endeavour.

TQM can be defined as a technique which aims at the elimination of the wastes through the continuous and joint effort of all levels of the management with the intention of creating better customer satisfaction. TQM requires the active involvement of every employee to implement and ensure the success of the technique. The system believes that the errors are the result of the faulty process and procedures followed in the organisation, and therefore its proper functioning depends on the correction of the errors. The organisation and its various departments are visualised in its entirety and not in isolation. As the identification and rectification of the errors call for actual data, the success of TQM is dependent on the data it receives from all levels of the entity. A good communication system is a pre- requisite to guarantee the flow of the right information at the right time to the right people.

The advantages of this system are many. Total quality management works for the continuous improvement of the people, processes and the technology. As the employees at all levels are on the constant look out for enhancement of the processes, the chances for error is brought down to a large extent. Removal of unnecessary activities ensures the submission of better cost estimations to the customer, adding to the competitive advantage of the company. Advancement in the processes followed helps in minimising the development cycle of the product. Under the traditional system the top management normally delegates the tasks to the lower levels. But as the participation of the top management is a prerequisite for the implementation of this technique for the continuous improvement in the system, concentration on the strategic planning gets highlighted. As this system believes in doing things the right way at the first time, the chances for errors get rectified from the grass root level. If the cause for the imprecision lies in other areas, the source of the same and the solution are investigated. A conscious endeavour is put to prevent the problems before their occurrence rather than rectifying them. As the involvement of the employees is a precondition for the successful implementation of this technique, playing a major part in the customer satisfaction makes them feel more responsible. Having greater trust in the employee participation motivates them to be more innovative, contributing to the betterment of the system.

But TQM requires standardisation of the procedures implemented through time and motion study to ensure the elimination of unwanted processes which has to be remodelled on the basis of the changes in the customer demands. This is not done at all times, leading to the failure of the system. Similarly lack of proper knowledge of the system and the absence of a good communicative system amongst all levels of the management will fail to successfully launch this technique.

If implemented properly TQM can go a long way in the satisfaction of the customer needs’ along with the generation of a highly innovative work force who can continue to strive for the betterment of the company activities.

Comments Listing
Posted: 02/05/2012 04:10:14

thank you so much, and very much appreciated. all is very us full and notable.bravo!!!

Posted: 20/01/2011 03:17:08


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