What is Total Quality Management (TQM)?
Total Quality Management (TQM) is a modern managerial philosophy aimed at achieving excellence and continuous quality across all organizational activities. Quality here is not limited to the final product only, but also includes processes, services, administrative performance, and the overall way of working. TQM involves all employees in the organization — from the lowest level to top management — in order to achieve customer satisfaction and the best possible results.
Objectives of Total Quality Management
Achieving customer satisfaction by providing products and services that meet and exceed expectations.
Continuous improvement of processes and procedures based on the PDCA cycle (Plan – Do – Check – Act).
Reducing errors and costs by developing effective auditing and control systems.
Increasing productivity through the use of structured problem-solving methods and improving the work environment.
Creating a positive organizational culture based on cooperation, transparency, and employee motivation.
Principles of Total Quality Management
Management experts such as Edward Deming established several key principles for implementing TQM, including:
Adopting the new philosophy of quality as a foundation for work.
Focusing on continuous improvement instead of relying solely on traditional inspection.
Training employees on quality principles and the importance of their role in achieving success.
Developing strong leadership that can motivate employees and solve problems effectively.
Removing barriers between departments to create an integrated working environment.
Focusing on quality over quantity — high quality is more important than high volume at the expense of standards.
Encouraging teamwork and collaboration to achieve the organization's goals.
Benefits of Implementing Total Quality Management
Enhancing the organization’s competitive position in the market.
Increasing customer trust in products and services.
Reducing waste and costs resulting from errors and defects.
Boosting employee morale by involving them in decision-making and recognizing their contributions.
Achieving sustainable growth and long-term development.
Elements of the Continuous Improvement Process
The core of TQM lies in the PDCA continuous improvement cycle, which consists of:
Define: Identify the problem or goal.
Measure: Collect and analyze relevant data.
Analyze: Understand the root causes of problems.
Improve: Develop and implement effective solutions.
Control: Monitor results and ensure the continuity of improvement.
Conclusion
Total Quality Management is not merely a set of procedures — it is an integrated organizational culture that aims for continuous development, building customer trust, and achieving excellence in all areas of work. Organizations that adopt this approach are more capable of competing, innovating, and responding to market changes.