Total quality management (TQM) Implementation
Total quality management (TQM) is a term used to describe a management approach to quality improvement through the formulation and implementation of an organization's quality policy and procedure in view to a long-term customer satisfaction. TQM is based on all members of an organization participating in improving processes, products, services and the culture in which they work.
Total Quality Management (TQM) was initially a term used to describe its Japanese-style management strategy to quality management. Being a methodology for continually improving the quality of all processes, it draws on knowledge of the principles and practices of behavioural sciences, analysis of quantitative and non-quantitative data, economics theories and process analysis.
Benefits of TQM
The benefits of Total Quality Management (TQM) include the following:
- Strengthened competitive position
- Adaptability to changing or emerging market conditions and to environmental and other government regulations
- Higher productivity
- Enhanced market image
- Defects and waste elimination
- Better cost management
- Higher profitability
- Improved customer focus and satisfaction
- Increased customer loyalty and retention
- Improved employee morale
- Enhanced shareholder and stakeholder value
- Improved and innovative processes
Steps for Implementing TQM
- Top management learns about and decides to commit to TQM.
- The organization assesses current culture, customer satisfaction, and quality management systems.
- Top management identifies and communicates core values and principles to be used.
- A TQM master plan is developed on the basis of the first 3 steps.
- The organization identifies and prioritizes customer demands and aligns products and services to meet those demands.
- Management maps the critical processes through which the organization meets the needs of the customers.
- Management formulates and manage teams for process improvement efforts.
- The momentum of the TQM effort is managed by the steering committee.
- Managers contribute individually to the effort through planning, training, coaching etc. Process management and standardization takes place daily. Progress is evaluated and the plan is revised as needed.
- Constant employee awareness and feedback on status are provided and a reward/recognition process is established.
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Challenges in TQM Implementation
Implementing Total Quality Management (TQM) within an organization isn't without some attending challenges that tend to affect its purpose. These challenges include:
Poor quality culture
When an organization fails to place high priority to quality and/or is not genuine about it, implementation of TQM tends to be affected.
Poor leadership style
If autocratic style of leadership is adopted by the management, an environment of fear is created. This hinders creativity among employees which may demoralize them. This will lead to an employee not contributing their entire ability. This in turn degrades their productivity ultimately affects quality of products and/or services.
Lack of employee commitment
When employees fail to show the right level of commitment to TQM the whole process of quality management becomes ineffective. This TQM is implemented by people, nothing else.
Poor communication channel
When communication plans are not in existence quality results may be affected. Everyone needs to be aware of the happenings in the organization. When this is missing, the whole concept of TQM would be rendered ineffective.
Challenges in identifying customer needs
When an organization fails to identify the needs of customers as a result of inaccurate data, improper survey, and wrong interpretation of facts etc. supply of defective product to the customer may be made, hence defeating the main objective of customer satisfaction.
Recommended Solutions
- The organizations should focus on developing the right organizational quality culture that provides a support in improving the quality of the operations or activities.
- Top management should seek the participation of all persons working in the organization before taking the final decisions.
- Creating a sense of belongingness among the employees can boost the morale of the employees.
- A workable communication plan should be formulated with a proper path for exchange of information.
- All the activities in the organization should be undertaken to serve the customer in best possible way.
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About the Author
Olanrewaju, Adebayo Bamidele is a Lead Auditor of ISO 9001, FSSC 22000 / ISO 22000, 14001 & 45001 Management Systems, Certified Six Sigma Master Black Belt (CSSMBB), process engineer, and quality management professional with strong working experience and proven skills in manufacturing excellence, ISO management systems implementation, lean / digital manufacturing, and project management.
Adebayo is a Corporate Member of American Institute of Chemical Engineers (AIChE), Associate Member, the Institution of Chemical Engineers (IChemE), Corporate Member, Nigerian Society of Engineers (NSE), Corporate Member, Nigerian Society of Chemical Engineers (NSChE), Associate Member, Nigerian Institute of Management (NIM), and Associate Member, Institute of Strategic Management of Nigeria (ISMN).
He is an author of over 15 books and has published over 45 online courses on various e-learning platforms including Udemy, Alison, Learnformula & Study Plex.
You can reach him, here.
