Meaning of TQM, Control Tool and Method and Scope of TQM

Total Quality Management (TQM) is an initiative that oversees a plan created to increase awareness across every organizational procedure. Every employee in the company has the power to improve customer happiness. According to TQM, firms must raise product quality to increase customer satisfaction. To improve the quality of the organization's goods, services, and working environment, all of its employees must take part in TQM.

According to the International Standard for Standardization (ISO), “TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customers satisfaction, and benefits to all member of the organization and to society”.

According to Rick W. Griffin,” A strategic commitment by top management to change its whole approach to business to make quality guiding factors in everything it does”.

According to Robbins and Coulter, “Total quality management is a philosophy of management that is driven by customer needs and expectations and focuses on continual improvement in work process”.

Tools/Methods for TQM

• Benchmarking: Through benchmarking, the greatest performers within an organization are chosen. It is the assessment and comparison of one's own goods and operations with the best. It is done to create the best practices that aid in performance improvement. It is based on four steps:

  • Knowing the current business practices
  • Examining another's company operations.
  • Comparing your company's performance to that of others.
  • Putting the necessary measures in place to close the performance difference.

• Outsourcing: The act of performing some portions of a job for another firm in order to improve quality and reduce costs is known as outsourcing. It is a crucial strategy for cutting costs while raising quality. A company should decide which tasks can be outsourced to cut operating costs and improve product quality.

• Speed: Speed is the amount of time needed to complete a certain task for an organization that can boost speed and give the organization a tactical edge. They are able to finish the task more efficiently as a result. Speed isn't just about moving more quickly; it also means rebuilding and reimagining the entire business cycle. It is present in all areas, including the creation, manufacturing, and distribution of goods and services.

• ISO 9000: A representative from each country standards body makes up an ISO, or international standards organization. It is a collection of goods and services provided by the inner body. It was founded on February 23, 1947, and has its headquarters in Geneva, Switzerland. As of 2006, ISO had 158 member countries. There are five sets of standards, ranging from 9000 to 9004, that cover topics like personnel training, product testing, record keeping, maintenance practices, etc. This standard is adopted in Nepal by the bureau of standards and metrology. This office examines each and every area of a company's operations in relation to the ISO 9000 certificate and standard.

• Statistical Quality Control (SQC): SQC is a collection of particular statistical methods used to keep track of the caliber of products or services. Based on statistical and probability theories, it regulates the quality of input materials, processing, and output through these processes. To guarantee that the final product meets quality standards, sampling is done. In order to prevent the manufacturing of defective products, sampling is used to evaluate products as they are being manufactured. It has a maximum and minimum value. All finished goods may not be held to the same standards, but as long as they are met, they can be said to be of acceptable quality.

Scope of TQM

Total Quality Management, or TQM, emphasizes product quality improvement in order to satisfy customers. TQM managerial activities include:

• Continuous improvement of skills: The culture of skills should be continually improved by organizations. They ought to hone their abilities in that sector. For this, the company should provide efficient tanning and a program to develop talented employees. The ability to be innovative and creative results in high-quality products that please customers and improve the organization's overall operational effectiveness.

• Use of Teamwork: The key component of TQM is the use of cooperation. Any issue within the corporation can be resolved with its assistance. Team members work together and support one another throughout the creation process. For the purpose of making decisions regarding protocol and working methods, all members gather together.

• Improving processes, product and service: Continuous process, product, and service improvement is what TQM entails. Customer needs and wants should be taken into account. Due to its manner, design, and structure, new technology is enhancing consumer desire and taste. Therefore, management should motivate staff to better planning.

• Focus on customer satisfaction: The primary goal of all commercial enterprises is to increase wealth and profits through satisfied consumers. The amount of business will expand if we can satisfy the local market's customers. Therefore, a company's revenue comes from its customers. Obtaining the customers' opinions, finding new clients, researching customer satisfaction strategies, and offering goods and services in accordance with client demands and wants are all crucial steps in the customer satisfaction process.

Reference

Poudyal, Dr.Santosh Raj.Principles of management. Bhotahity,Kathmandu: Asmita Book publishers & Distributors(P)Ltd, 2011.