Total Quality Management (TQM)

Total quality management (TQM) refers to the continuous, ongoing activity that covers, records, inspects, organizes, and controls all areas of an organization (company, institution, etc.) and serves to introduce quality as a system goal and guaranteed permanently (Oakland et al. (2020). Total quality management (TQM) is a management strategy that emphasizes a continuous, organization-wide effort to maintain quality customer service and satisfaction. The goal of TQM is to foster customer loyalty by delivering service levels that keep customers from coming back again. The strategy requires consistent feedback from employees and customers to determine how services and products can be improved across the organization and is designed to help companies find a path to strengthen their position in the market, increase productivity, improve customer loyalty and satisfaction, boost employee morale, and improve processes. Whereas many quality management strategies focus on specific departments, TQM includes every department in continually improving a company’s products and services. According to the TQM philosophy, the more you improve processes in every department, the easier it will be to deliver higher-quality products and services to customers. With TQM, everyone in the company should be focused on quality improvement with the shared goal of boosting customer loyalty and satisfaction. TQM is the approach to implement a customer-focused and centric quality mindset across all functions in the company and across all areas in the value chain as shown in Fig. 4.1.