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Total Quality Management

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Total Quality Management, or TQM, is the process of instilling quality throughout an organisation and its business processes.

The system aims at achieving success and customer satisfaction through embedding an awareness of quality throughout a business, through planning and feedback.

For the Total Quality Management model to work, everyone in the organisation has to get involved. The theory is to work towards using the best possible processes to offer the best possible products to produce the best possible customer satisfaction.

Of course, perfection is an impossible goal, but working on a basis of continuous improvement can have a significant impact. However, ‘continuous’ must mean just that – TQM requires commitment over many years and should not be treated as just a fad.


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