What is Total Quality Management (TQM)?

In the commercial field, it is very common to hear entrepreneurs refer to and classify the goods they produce or the services they provide, as those of the best quality. And, although many consumers or customers think that this phrase means that the product is good, the quality concept it is much more complex.

Some authors refer to quality as the characteristics of a service or the features of a product. Both are intended to cover or satisfy some type of need or demand that exists in the market, specifically in consumers.

Others define the concept of quality exposing the faithful compliance with the requirements of the law, as well as the function and / or aesthetics demanded by the public, with the added value of also being able to buy it at the cheapest possible price.

On the other hand, the notion of quality control is not entirely new. In fact, it has always been related to the production process, however, it is the way of applying this concept that has evolved over time.

TQM –Total Quality Management

With the passage of time this has been changing and in addition to seeking that objective, it also seeks to avoid duplication of tasks, re-work, avoid or minimize its minor waste expression, all this in each of the production stages and throughout the company, even from the beginning of the process until the closing of the work after-sales.

In other words, what is intended is to minimize, if not avoid, the concurrence of any problem along the lines of production or in the regular activities of the company, that is, before they can be produced, this is precisely the TQM –Total Quality Management, known in Spanish as la Total Quality Management.

For TQM, the organization's environment must be one of immediate response, to meet the needs and requirements of all its clients as soon as possible.

It is for this same reason that it is convenient for each of the members of the organization to know what their role is within the process and how they can do to add value to it.

Source

In a reduced way, it can be said that TQM comes from the methods for quality assurance by inspectors in the production line, who tried to minimize the poor quality of the products due to the effects of the First World War.

The activity of these quality inspectors became common and to this was added the statistical control of samples developed by Dr. W. Edwards Deming., With which if a variation in the production process was determined in the sample, this could be corrected and thus avoid having repercussions on the finished product, thus ensuring its quality.

It was in the 1950s, after World War II, that TQM emerged in Japan and later grouped various techniques and strategies for quality assurance.

Initially it was only considered a quality product, one that ensured that a product with flaws or that there was no met the minimum standards of the company, will not reach the market and of course, much less at the hands of the clientele.

Outcome

This is so true that it even extends outside the limits of the same company and reaches its immediate surroundings, since its suppliers They must also comply with the quality standards required by the company regarding the dispatch of materials and supplies that they provide. provide.

In the end, the product produced is expected to exceed even more the expectations that consumers themselves have regarding the brand and the product. that they acquire, thereby achieving multiple benefits to the company, such as the desired loyalty of their customers, or a good reputation as business.

Total Quality Management and its Principles

To achieve its objectives, TQM is based on many principles, among which the following can be noted:

• The directors of the company are the TQM main guide. This is why they are called to prepare the environment for its implementation and successful performance.
• Communication is of the utmost importance. All members of the organization must know what their participation in quality assurance is. This is achieved by keeping human talent under training to improve quality, their knowledge of the mission and business vision. With this, it is possible to all maintain the same focus and work towards the same objective.
• The client must be the focal point since all the efforts of TQM are directed to satisfy their needs and requirements.
• Decision making must consider quality measurement.
• Remain in constant search of the improvement of processes and procedures.
• Encourage the proactivity of workers and involve them in activities to improve quality.