What is the concept of "total quality management" (TQM)?

Total Quality Management (TQM) is a comprehensive approach to improving an organization’s overall performance with a strong emphasis on long-term success through customer satisfaction. This concept involves all members of an organization in improving processes, products, services, and the culture in which they work.

Focusing on customer satisfaction is central to TQM because it recognizes that the ultimate goal of any organization is to meet or exceed the needs of its customers. This is achieved by continuous improvement in all aspects of the organization, engaging employees at all levels, and fostering a positive work environment.

TQM encourages a holistic view, integrating all organizational functions, including quality assurance, production, marketing, and customer service, to ensure that quality is maintained at every stage of the process. The commitment to quality and customer focus drives employee engagement and fosters a culture of continuous improvement, enhancing both customer loyalty and overall business success.