- 5 Marks
Question
Total Quality Management (TQM) is a management framework based on the belief that an organisation can build long-term success by having all its members—from low-level workers to its highest-ranking executives—focus on improving quality and delivering customer satisfaction.
Required:
Explain THREE (3) principles of TQM that improve operational processes in organizations.
Answer
Principles of TQM that Improve Operational Processes:
- Continuous Improvement:
TQM emphasizes ongoing efforts to improve products, services, and processes. This continuous search for ways to improve efficiency, reduce waste, and enhance quality ensures that an organization remains competitive and responsive to customer needs. - Customer Focus:
TQM is centered around customer satisfaction. The quality of products and services is measured based on how well they meet or exceed customer expectations. By prioritizing customer needs and feedback, organizations can adjust their processes to deliver higher value. - Employee Involvement:
Every employee, regardless of their role, is involved in quality improvement under TQM. By empowering employees and encouraging participation in decision-making processes, organizations foster a culture of accountability and shared responsibility for quality outcomes.
- Tags: Continuous improvement, Operational Processes, Quality control, TQM
- Level: Level 2
- Topic: Performance analysis
- Series: MAR 2024
- Uploader: Kwame Aikins