Total Quality Management (TQM) refers to management methods used to enhance quality and productivity in business organisations. TQM is a comprehensive management approach that works horizontally across an organisation, involving all departments and employees and extending backwards and forward to include both suppliers and clients/customers.
The need to improve business results by improving the quality of products, services and processes are driven by macroeconomic events and customers’ demands for better products and services at the lowest possible costs. The tools and techniques to achieve a greater level of quality in the past may not be enough for today. The changing needs of society, customers, shareholders and regulators are some of the reasons an organisation should continually improve and break through to new levels.
If you cannot answer “yes” to all of the following questions, you may need to review your improvement initiatives:
Do you have 100% loyal customers and no dissatisfaction?
Do your processes provide consistent service delivery and little rework?
Does your organisation lead the competition in quality (high sigma) in the marketplace?
Are you able to create new and successful products meeting customers’ needs and shareholders’ expectations?
Juran Institute’s methodologies, related training and consulting services are based on the proven and globally accepted Juran Trilogy®. The trilogy provides a model of how an organisation can improve its bottom line by better understanding the relationship between processes that plan, control and improve quality and hence business results. Dr Juran created this model in the 1950s. It defines managing for quality as three basic quality-oriented, interrelated processes.