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Total Quality Management Concept
Total Quality Management (TQM),
corresponds to a kind of management characterized by the permanent
search to introduce gradual and continuous improvements in the already
existent processes and procedures, looking always towards quality
excellence. Generally, involves the participation of all organization
members and it’s based on the assumption that the organization is a
system, like defined by the Management Systemic Approach.
Some of the most relevant characteristics
of the Total Quality Management are the following:
. Focus on the client: the big goal of TQM
is the quality increase understood by the client, being, any introduced
improvement is always looking for a better satisfaction of its clients’
needs.
. Tools: some of the main tools used in
TQM are monitoring and control graphics developed by W. Eduards Deming,
cause-effect and benchmarking diagrams.
. Participation of All: TQM, unlike
reengineering, is a process that involves a high participation level of
all organization members, whatever may be their hierarchy level.
Translated from Portuguese
by Susana Saraiva, Portuguese-English and English-Portuguese translation
specialist. Contact: spams@sapo.pt.
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