How to ensure quality in your operations to boost customer satisfaction & reduce errors
Every company, no matter how small you are or what industry you’re in, can benefit from quality control. Quality can extend not only to product a company makes but also to services a business provides and the people they hire.
After all, one of the best ways to manage quality is not to make defects in the first place, and this begins with operations management.
This holistic way of thinking is often referred to as total quality management (TQM).
TQM is the way of managing for the future, and is far wider in its application than just assuring service or product quality. Instead, it encompasses the management of people and business processes to ensure complete customer satisfaction at every stage, internally and externally. TQM, combined with effective leadership, results in an organization doing the right things right, first time.
What is Total Quality Management (TQM)?
Total Quality Management (TQM) is a comprehensive management method through which business organizations can boost their quality and productivity. The analysis in this quality control process is highly rigorous and cuts across the whole organization, with no department or employee exempted. In fact, it goes on to include clients and suppliers.
There is no part of business where TQM can’t be implemented. Its tools are so comprehensive that TQM easily works for sales and marketing just as much as it works for legal and administration. Quality management will improve your finance just as it would help your research and development department.
Total Quality Management (TQM) is so effective because of how comprehensively it approaches management. It uses a lot of tools to get this done. While there are debates on which tools should be classified under TQM, the tools below are some of the most popular:
- Plan-do-check-act (PDCA) cycle
- Product design control
- Failure analysis
- Process management
- Statistical process control
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Quality control benefits on operations, employee and customer satisfaction
As you can imagine, TQM has a deep impact on how a business operates. Here are just a few of the many benefits of applying Total Quality Management (TQM) to your business:
Operation cost reduction
Total Quality Management (TQM) helps you significantly cut cost of operations. To reduce cost, it helps you reduce waste. It also cuts down on defect. This doesn’t just help save money, but also reduces the time and personnel needed to correct these errors. Naturally, these translate to increased overall profitability.
For your organization to keep running profitably and growing, an adequate system of communication is required. Total Quality Management (TQM) helps you improve the interactions between employees and departments, improving morale and productivity. Consequently, the quality of work in your business improves.
Remember Total Quality Management (TQM) covers even the customers. When you combine better products and services with better customer relationships, your customers are happier and pleased with your service. This translates to more sales and referrals from satisfied customers. With customer complaints reduced, you can also cut back on the customer service department.
Dynamic and continuous improvement
Since Total Quality Management (TQM) continuously reviews company activities and monitors progress, more actions can be taken to improve the business. This helps prevent stagnancy and complacency. As product and service quality keeps improving, you can easily knock the competitors out of the water.
Efficiency and productivity
Total Quality Management (TQM) helps you maximize the use of company resources. With engaged employees and powerful technology, all motivated to make the most of everything, efficiency and productivity increases. Redundancy reduces and work duplication is eradicated.
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The role of Total Quality Management (TQM) in today’s business has never been more important. With all the resources available to businesses today, most companies aren’t maximizing their potentials. By controlling the quality of all systems, people and process, organizations can now easily improve the bottom-line and boost customer satisfaction.