• Skip to main content
  • Skip to primary sidebar
  • Skip to footer
QuestionPro

QuestionPro

questionpro logo
  • Products
    survey software iconSurvey softwareOur flagship survey solution. Sophisticated tools to get the answers you need.research edition iconResearch SuiteTuned for researchers. Get more insights. Response based pricing.CX iconCXExperiences change the world. Deliver the best with our CX management software.WF iconWorkforceEmpower your work leaders, make informed decisions and drive employee engagement.
  • Solutions
    IndustriesGamingAutomotiveSports and eventsEducationGovernment
    Travel & HospitalityFinancial ServicesHealthcareCannabisTechnology
    Use CaseNPS+CommunitiesAudienceContactless surveysMobile
    LivePollsMember ExperienceGDPRPositive People Science360 Feedback Surveys
  • Resources
    BlogeBooksSurvey TemplatesCase StudiesTrainingHelp center
  • Features
  • Pricing
Language
  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)
Call Us
+1 800 531 0228 +1 (647) 956-1242 +52 999 402 4079 +49 301 663 5782 +44 20 3650 3166 +81-3-6869-1954 +61 2 8074 5080 +971 529 852 540
Log In Log In
SIGN UP FREE

Home

Total Quality Management: What it is, Principles & Examples

Total Quality Management

Delivering top-notch goods and services while also increasing customer satisfaction levels is possible with total quality management. It is a popular and effective management strategy used in sectors like manufacturing.

The leaders outline company objectives and provide training on the process standards to the workforce from various departments as part of the planning process for quality improvement.

TQM assists a company in exceeding customer expectations as well as lowering operational expenses by minimizing resource waste brought on by ineffective procedures. When management and staff stick to the eight principles of total quality management, it gets ingrained in the broader company culture.

Learn what total quality management is, its eight guiding principles, and how it functions across departments.

What is Total Quality Management?

Total Quality Management (TQM) is a management framework based on the idea that a company may achieve long-term success by focusing on quality and customer satisfaction.

Organizations must prioritize continual improvement, according to TQM. Instead of only stressing immediate cash rewards, it focuses on long-term process improvements. 

This is an improved method of doing business, and companies may depend on it to stay in operation in today’s quick-paced and fiercely competitive market. It needs management to upgrade and alter its behavior, changing its behavior and culture. Three words make up total quality management:

  • Total – Whole in it.
  • Quality – High-quality goods and services.
  • Management – The method of handling.

Total quality management relies on quantitative methods and human resources to enhance processes, satisfy customers, and gain new requests. This is a method or art of organizing the whole to accomplish a successful goal. Total quality management calls for a more structured strategy, management strategies, updated efforts, and a toolkit.

Principles and examples of total quality management

As with most management systems and practices, implementation and success will differ from company to company. Although there isn’t a single method that everyone agrees on, the most popular TQM definition consists of the following eight concepts.

  • Customer focus

Total quality management (TQM) focuses on current and prospective clients. Customers justify product quality. So, the corporation must guarantee that clients believe they bought a quality product if it can meet expectations. Knowing what a client wants is key to exceeding their expectations. Successful firms match goals with customer demands.

  • Leadership

Leadership maintains staff cohesiveness to accomplish interdependent objectives. Leaders may create an atmosphere where people can work successfully toward the organization’s purpose. So, leadership is a TQM concept. Although there are three leadership styles in the sector, democratic leadership performs best.

  • Involvement of people

People at every level contribute to the organization’s revenues. Total staff dedication helps create goods and boost revenue. So, all personnel must be well-trained, devoted, and determined to meet a deadline. In addition, the sector must establish a responsive workplace where every person is driven to do the job right.

Customer satisfaction may be enhanced by employee motivation, engagement, and retention. People’s attention creates productive teams. Cooperation may be vertical, horizontal, or inter-organizational.

  • Processes Approach

The business needs to improve its procedure to produce high-quality output. Therefore, TQM concentrates on the process method to ensure product or service quality. Customer satisfaction is possible with a successful outcome from the procedure approach.

  • System Approach to Management

The methodical implementation of the plan is emphasized by total quality management (TQM). The sector develops a suitable implementation strategy and gathers data while implementing those procedures.

This concept, according to the International Organization for Standardization (ISO), “contributes to the organization’s effectiveness and efficiency in attaining its goals” by “identifying, analyzing, and controlling interconnected activities as a system.”

  • Continual Improvement

Every industry must continuously enhance its processes to satisfy its customers. TQM helps the business track the system’s ongoing development to improve the industry’s service and goods. Continuous improvement, the most important of the eight TQM principles, helps the business gain a competitive edge. The most important principle is also this one.

  • Factual Approach to Decision-Making

Another critical component of TQM is the fact-based approach to decision-making. Making choices in light of data-based knowledge is made simpler. It is possible to satisfy customers by making decisions supported by facts. This concept employs real data collection and analysis to create judgments that would advance the organization.

  • Mutual Beneficial Supplier Relationship

The focus of whole quality management is on establishing cooperative relationships with suppliers. The word “reciprocity” is another. Although their roles are interconnected, each department is given specific tasks to complete. The company uses flowcharts and visual tools to understand employee performance better. It aids in achieving a common objective for all divisions. Total quality management (TQM) is difficult to execute since it requires a cultural transformation. Thus, the organization must do it carefully.

Total quality management examples

Let’s take a closer look at a few well-known TQM examples.

  • Healthcare Organization

All hospitals in our society are attempting to increase earnings. TQM is essential for healthcare system improvement. Globally, public and commercial healthcare institutions must increase TQM.

Total quality management minimizes costs, improves efficiency, and provides high-quality treatment to patients. Customer satisfaction is the most crucial issue; in healthcare, clients may be vital in many ways. A healthcare company must research all areas of profit; only then can both customers and companies benefit from a significant market share.

  • Multinational Companies

TQM helps MNCs sustain profitability. MNCs employ a great team to look at their graph and implement growth methods. Management keeps TQM in mind and moves quickly to benefit from new technologies.

TQM helps track the company’s growth or decline. The organization cares for workers and consumers; discussions are broad so that every subject can be addressed, and team members share responsibilities. Human resources are confidential; the organization listens to client worries, inquires, and notes what went wrong.

  • Developing Economies

TQM is used internationally to maximize project revenues. Large companies use it to expand their economies.

After WWII, Japan adopted TQM. Every management has to withstand the Japanese economic recovery. In a competitive setting, managers work rapidly to decrease costs, speed up development and deliveries, and please consumers.

The Japanese are responsive to quality because of their traditional quality and attention to detail. Japan only acquired food because it sold cheap, high-quality items throughout its survival years. Quality helped the Japanese collect food and supplies throughout their survival years.

The US economy relies on imported items and technology to compete with foreign firms. To balance their products, US corporations use total quality management, where quality is crucial.

  • Construction Industry

Construction is an innovative but one-time process, so it is recognized that it is costly and labor-intensive to duplicate a structure (or similar).

TQM may reduce costs, boost productivity, and track efforts when performance is improved. The satisfaction levels of the designer, builder, and homeowners are used in the building business to gauge quality.

Conclusion

Total quality management promotes customer satisfaction by assuring the regular supply of high-quality goods or services. These Total Quality Management ideas won’t be successfully implemented overnight. Since TQM often involves a significant culture shift, you may wish to adopt these changes gradually to mitigate the effect.

Do you have any worries or inquiries about total quality management? Use the contact form to get in touch with us at Questionpro. We’re looking forward to your call! As an alternative, you may immediately schedule a free demo.

       

SHARE THIS ARTICLE:

About the author
Sanjida Satter
View all posts by Sanjida Satter

Primary Sidebar

Take full control of your customer journey.

Make immediate business actions with our CX management platform

Learn more

RELATED ARTICLES

HubSpot - QuestionPro Integration

Corporate Social Responsibility (CSR): What it is & Benefits

Jul 19,2022

HubSpot - QuestionPro Integration

The Best Sandwich: A Customer Experience Story – Tuesday CX Thoughts

Aug 23,2022

HubSpot - QuestionPro Integration

10 Best Officevibe Alternatives & Competitors

Dec 13,2022

BROWSE BY CATEGORY

  • Academic
  • Academic Research
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Brand Awareness
  • Branding
  • Business
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Experience IN
  • Customer Loyalty
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • Customer Satisfaction
  • CX
  • Decision Making
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Employee Retention
  • Employee Retention
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Intercept
  • klantervaring
  • Life@QuestionPro
  • LivePolls
  • Market Research
  • Market Research
  • Marketing
  • Marketing
  • Marktonderzoek
  • medewerkersonderzoek
  • Mercadotecnia
  • Mobile
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • QuestionPro Products
  • Release Notes
  • Research
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Surveys
  • Tech News
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Uncategorized
  • Video Learning Series
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce
  • Workforce
  • Workforce
  • Workforce Intelligence
  • Workforce Intelligence
  • Workforce Intelligence

Footer

MORE LIKE THIS

University research studies are crucial in advancing our understanding of the world around us. Learn everything about it.

University Research Studies: 5 Interesting Cases

Mar 17, 2023

Explore the diversity, usability and capabilities of user research tools. Improve your research game with these user-friendly tools.

Top 12 User Research Tools & Software in 2023

Mar 17, 2023

Remote user research lets researchers get valuable information from users worldwide. Learn how to conduct effective remote research here.

Remote User Research: What is it, How to do it, Pros & Cons

Mar 16, 2023

Price elasticity helps businesses understand how it impacts sales and strategy. It is the ratio of demand and price percentage change.

Price Elasticity: What it is & Ways to calculate it

Mar 15, 2023

Other categories

  • Academic
  • Academic Research
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Brand Awareness
  • Branding
  • Business
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Experience IN
  • Customer Loyalty
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • Customer Satisfaction
  • CX
  • Decision Making
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Employee Retention
  • Employee Retention
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Intercept
  • klantervaring
  • Life@QuestionPro
  • LivePolls
  • Market Research
  • Market Research
  • Marketing
  • Marketing
  • Marktonderzoek
  • medewerkersonderzoek
  • Mercadotecnia
  • Mobile
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • QuestionPro Products
  • Release Notes
  • Research
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Surveys
  • Tech News
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Uncategorized
  • Video Learning Series
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce
  • Workforce
  • Workforce
  • Workforce Intelligence
  • Workforce Intelligence
  • Workforce Intelligence

questionpro-logo-nw
Help center Live Chat SIGN UP FREE
  • Sample questions
  • Sample reports
  • Survey logic
  • Branding
  • Integrations
  • Professional services
  • Security
  • Survey Software
  • Customer Experience
  • Workforce
  • Communities
  • Audience
  • Polls Explore the QuestionPro Poll Software - The World's leading Online Poll Maker & Creator. Create online polls, distribute them using email and multiple other options and start analyzing poll results.
  • Research Edition
  • LivePolls
  • InsightsHub
  • Blog
  • Articles
  • eBooks
  • Survey Templates
  • Case Studies
  • Training
  • Webinars
  • Coronavirus Resources
  • All Plans
  • Nonprofit
  • Academic
  • Qualtrics Alternative Explore the list of features that QuestionPro has compared to Qualtrics and learn how you can get more, for less.
  • SurveyMonkey Alternative
  • VisionCritical Alternative
  • Medallia Alternative
  • Likert Scale Complete Likert Scale Questions, Examples and Surveys for 5, 7 and 9 point scales. Learn everything about Likert Scale with corresponding example for each question and survey demonstrations.
  • Conjoint Analysis
  • Net Promoter Score (NPS) Learn everything about Net Promoter Score (NPS) and the Net Promoter Question. Get a clear view on the universal Net Promoter Score Formula, how to undertake Net Promoter Score Calculation followed by a simple Net Promoter Score Example.
  • Offline Surveys
  • Customer Satisfaction Surveys
  • Employee Survey Software Employee survey software & tool to create, send and analyze employee surveys. Get real-time analysis for employee satisfaction, engagement, work culture and map your employee experience from onboarding to exit!
  • Market Research Survey Software Real-time, automated and advanced market research survey software & tool to create surveys, collect data and analyze results for actionable market insights.
  • GDPR & EU Compliance
  • Employee Experience
  • Customer Joruney
  • About us
  • Executive Team
  • In the news
  • Testimonials
  • Advisory Board
  • Careers
  • Brand
  • Media Kit
  • Contact Us

QuestionPro in your language

  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)

Awards & certificates

  • survey-leader-asia-leader-2023
  • survey-leader-asiapacific-leader-2023
  • survey-leader-enterprise-leader-2023
  • survey-leader-europe-leader-2023
  • survey-leader-latinamerica-leader-2023
  • survey-leader-leader-2023
  • survey-leader-middleeast-leader-2023
  • survey-leader-mid-market-leader-2023
  • survey-leader-small-business-leader-2023
  • survey-leader-unitedkingdom-leader-2023
  • survey-momentumleader-leader-2023
  • bbb-acredited
The Experience Journal

Find innovative ideas about Experience Management from the experts

  • © 2022 QuestionPro Survey Software | +1 (800) 531 0228
  • Sitemap
  • Privacy Statement
  • Terms of Use