TQM is a relatively new concept and it is indeed a revolution in quality philosophy. Today's quality is not just concerned with whether or not the product meets the defined requirements. Today’s quality is much more than that. All organizations provide a service of product supply. Therefore the modern concept of quality embraces how the company meets all their customer’s requirements and expectations, including how they are greeted on the telephone, the speed of reply, courtesy of the staff, correctness of invoicing, etc. Every contact with the customer builds the picture of the sort of company the customer is dealing with and forms his perception of the quality of service.
Product conformance therefore is not the end; it is just the beginning of the quest for quality. The quest for a Total Quality Organization.The concept of TOTAL QUALITY MANAGEMENT originates from his broadened understanding of quality.
There are 3 basic elements or assumptions on which the TQM concept is based. No one in the organization is excluded, and everyone participates in implementing quality and has an impact on the customer’s perception of quality and appreciation by society.
It is also not only the external customer that needs to be satisfied but internal customers must be satisfied as well. Therefore the organization is viewed as a series of customer supplier relationships. (e.g. Stores are supplier for production, production is supplier for sales, manager for the secretary and vice-versa, etc.)
Appreciation of the organization by society may and often does play a vital role in securing the success of the business.
Now, it is endless to say that TQM requires total and unconditional commitment, which must start from the top. Quality really starts in the chairman’s office (it should not however end there).
Successful companies that operate a Quality Management System employ some of the elements of TQM. The company must determine whether or not to operate TQM. By instituting Continuous Quality Improvement they may develop a leading edge in TOTAL QUALITY CIRCLE.
So, morale of the story is, are we committed to QUALITY in real sense?
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