Total Quality Management

TQM is a way of thinking about goals, organisations, processes and people to ensure that the right things are done right first time. This thought process can change attitudes, behaviour and hence results for the better Continuous improvement Constant evaluation of, and continuous improvement in the way things are done in a business. Customer focus Quality should be the responsibility of every employee TQM considers the important question: ‘What does the customer require?’ All teams need to realise that they are serving the customer whether their roles have direct contact to customers or not. Employee empowerment through participation & teamwork A belief that quality problems would be best solved with an emphasis on employee involvement Many LSOs use ‘quality circles’ which are groups of workers who meet to solve problems relating to quality