TOTAL QUALITY MANAGEMENT (TQM) AND QUALITY CULTURE
Total Quality Management (TQM) is a management approach that originated in the 1950s and has steadily become more popular since the early 1980s. What is the definition of TQM? A core definition of TQM describes a management approach that centres on meeting customer requirements by achieving continuous improvement in products. In simplest word, under TQM the company continually strives to be better through learning and problem solving. There are six key features of TQM as stated below:-
1. Total quality management is organization-wide.
To be effective in improving quality, TQM must be supported at all levels of a firm, from the highest executive to the lowest-level hourly employee. TQM extends the definition of quality to all functional areas of the organization, including production, marketing, finance, and information systems.
2. Total quality ...view middle of the document...
Total employee commitment can only be obtained after fear has been driven from the workplace, when empowerment has occurred, and management has provided the proper environment. High-performance work systems integrate continuous improvement efforts with normal business operations. Self-managed work teams are one form of empowerment.
4. Total quality has a process perspective.
Quality should build into process and sources of quality should be identified and corrected. It means that, it is better to uncover the source of problem and correct it than to discard defective item after the production. For example, in baking cookies we might find that some of the cookies are burned. By simply throwing away that burned cookies will not correct the problem and we will continually to have burned cookies as well as losing the money. Thus, it is better to find the problem and correct it which the problem may be due to the temperature is too high or maybe the cookies are placing too closer to the heating elements.
5. Total quality is supported by a quality management system.
A quality management system is to direct and control an organization with regards to the quality. In other words, it is as guidelines so that we will keep on the track. Not only that, by having the quality management system we can make the decision on the past performance.
6. Total quality management involves continuous improvement.
A major thrust of TQM is continual process improvement. Continual improvement drives an organization to be both analytical and creative in finding ways to become more competitive and more effective at meeting stakeholder expectations. If any deviation arise from plan as well as any failures are to be recorded and the root causes have to found out then, the organization will take the corrective and preventive actions so that the mistake will not be repeated.
QUALITY IN SERVICE ORGANIZATION
For the services organizations such as law and accounting firm, the quality culture is important things. Quality culture is attitude and set of values employed by a company to improve the level of quality in its service.