Total Quality Management
Business: Cambridge International GCSE (2027 Exams), topic 4.3.4
Total Quality Management
Total Quality Management (TQM) is a set of management principles that places quality at the heart of everything a business does. Every employee must do every aspect of their job to the the highest possible standard in order to achieve a high customer satisfaction.
Quality focus
- TQM is a culture of quality that ensures quality in production, sales and after-sales customer service.
Costly
- TQM is often very beneficial for an organisation, but it can be expensive. It can mean training the employees in the principles and making sure they embrace the culture.
- Businesses like Casper mattresses offer a free 100 night trial on their products because they are confident that their product quality is good and that consumers will like their mattresses.
Customer feedback
- TQM values customer feedback highly in order to keep improving the product.
- Through this, the organisation aims to keep improving and producing products of the highest standard to give customers the best experience possible.
Test yourself on Total Quality Management
TQM is a set of management principles that places quality at the heart of everything a business does. What does TQM stand for?
What is the main reason companies use Total Quality Management?