What is the focus of Total Quality Management (TQM)?

Total Quality Management (TQM) is fundamentally centered on achieving customer satisfaction through continuous improvement in all aspects of an organization. This approach emphasizes that quality is not merely about meeting specifications or reducing costs, but about enhancing customer experiences and building long-term relationships.

The concept of continuous improvement is embedded in TQM, meaning that organizations strive for ongoing enhancement of their products, services, and processes, which in turn leads to greater customer satisfaction. This holistic view involves everyone in the organization, creating a culture where all employees are engaged in improving quality and contributing to customer satisfaction.

Focusing solely on cost reduction would risk overlooking quality, potentially undermining customer satisfaction in the long run. Similarly, maximization of operational efficiency and employee training programs are essential components of an organization’s overall strategy, but they serve as means to support the larger objective of customer satisfaction through quality improvement.