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TQM For Overall Quality In The Business

By Taslim Ahammad
28th-Jun-2020       
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In order to do business in a competitive and dynamic environment, companies are constantly improving and enhancing the efficiency and effectiveness of their business. In such a situation, one of the major determinants of the survival of the organisation is the application of Total Quality Management (TQM). In recent years, the management of the company has become more focused on the TQM for overall quality, which maximizes customer satisfaction and loyalty.
TQM discusses management practices that enhance quality, performance and productivity in business organizations. TQM is a broad management system that operates horizontally in an organization, involving all departments and employees and moving back and forth to include suppliers and clients / customers. It is the management tools that incorporate the efforts and guidelines into an organization that establishes and maintains a sustainable environment. It ensures a continuous process of identifying and eliminating or eliminating production defects, simplifying supply chain management, improving customer experience, and accelerating staff training.
The intense focus on quality developed largely after World War II, especially in the 1980s, as a response to a marketplace that rejected cheap staff and increased consumer demand for sustainable products considering user demand. TQM aims to reduce waste, increase quality, ensure total customer satisfaction and ultimately strengthen the competitive advantage. Also, to hold all parties involved in the production process accountable for the overall quality of the final product or service.
There are mainly five major steps to TQM, and each is essential to successful implementation: (i) Commitment and understanding from employees. The key is to make all employees in the business aware of the TQM policy and ensure that they are a fundamental part of their efforts. Employees need to know the corporate goals and recognize the importance of these goals for the overall success of the business. (ii) Quality improvement culture. The business culture needs to be modernized on a continuous basis to encourage staff feedback. Workers are full of valuable knowledge need to hold it. Attend to those executing the processes that keep the organization moving daily. (iii) Continuous improvement in process. If the businesses are not moving forward, businesses are moving backwards.  TQM is a continuous process and not a program; this requires constant improvement in all the related policies, procedures and controls established by management. (iv) Focus on customer requirements. Customers require and expect perfect goods and services with zero faults.  Centring on customer requirements is significant to long term survival and essential in order to build relationships with clienteles. (v) Effective control.
Monitoring and measuring business performance is essential. It is easy to forget in a year how many times a piece of equipment goes down without an employee adapting to a regulated approach or due to unsatisfactory maintenance.
The Primary Elements of TQM: (i) Customer-focused. The customer ultimately determines the level of quality. No matter what an organization does to improve quality training staff, integrate quality into the design process, upgrade computers or software, or purchase new measurement equipment - the customer determines whether the efforts were successful. (ii) Total employee involvement. All employees take part in working towards common goals. After the fear has been transmitted from the workplace, the total responsibility of the employees will be found only when the empowerment has taken place and the management has provided the appropriate environment. High-performance work systems integrate seamless development efforts with common business activities. Self-directed action teams are a form of empowerment. (iii) Process-centred. A fundamental part of TQM is the focus on process thinking. A process is a type of step that takes inputs from suppliers (internal or external) and converts them to outputs supplied to customers (either internal or external). The steps required to perform the process are defined and the performance measures are constantly monitored to identify the unexpected variant. (iii) Integrated system. Although an organization can often consist of a variety of functional features organized into vertical structural segments, it is the horizontal mechanism that interconnects these functions that is the focus of TQM. (iv) Strategic and systematic approach. An important part of quality management is the strategic and systematic approach to achieving an organization's vision, goals and objectives. This process, known as strategic planning or strategy management, involves formulating a strategic plan that integrates quality as a key element. (v) Continual improvement. A major addition to TQM is continuous process improvement. Continuous improvement drives an organization to be analytical and creative in order to find ways to be more competitive and more effective in meeting the expectations of stakeholders. (vi) Fact-based decision making. In order to know how well an organization is performing, the data of the performance system requires the necessary data TQM that an organization constantly collects and analyzes data to improve decision making accuracy, achieve sensitivity and allow predictions based on past history. (vii) Communications. During organizational changes, as well as being part of daily operations, effective communications play a huge role in maintaining morale and motivating employees at all levels. Communications involve strategies, method, and timeliness.
These elements are considered so essential of TQM that many organizations define them, in some format, as a set of core values and principles on which the organization is to operate.
Therefore, TQM is the best business strategy for these days. It is a management philosophy that makes every effort to make the best use of all proposed agencies through preventive management and continuous improvement. It will install and sustain a long-term environment where a company or organization will continue to increase its ability to continuously bring rich and well-served quality items to its customers.

(Taslim Ahammad is Chairman, Tourism and Hospitality Management, Bangabandhu Sheikh Mujibur Rahman Science and Technology University, Gopalganj).

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