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What's TQM(total quality management)
1.Intense focus on the customer.The customer includers not only outsiders who buy the organisation's products or servies,but also internal who interact with and serve others in the organisation.
2.Concern for continual improvement.TQM is a commitment to never being satified."Very good" is not good enough.Quality can always be improved.
3.Improvement in the quality of everything the organisation does.TQM was a very bread definition of quality.It relates not only to the final product but how the organisition hardles deliveries.how rapidly it respinds to complaints,how politely the phones are answered.and the like.
4.Accurate measurement.TQMuses statistical techniques the measure every critical variable in the organisation's Operations.These are compared against standards or benchmarks to identify problems,trace them to their roots.and elimimate their causes.
5.Empowerment of employees.TQMinvolves the people on the line in the improvement process.Teams are widely used in TQM prograns as empowerment vehides for finding and solving problems. |
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