Evaluation Tools of Total Quality Management in Business Organizations

Abstract

Total quality management (TQM) is a strategic commitment to make quality and customer satisfaction a guiding factor in everything an organization does. TQM, which has preoccupied the attention of organizations since the beginning of the industrial revolution, is based on the participation of all members in an organization to improve processes, products, services, and the culture they work in. This conceptual paper addresses the TQM tools used and discusses cases and issues of TQM’s execution in organizations. Based on previous studies, it was found that unwillingness to implement quality management and level of quality performance will cost organizations billions of dollars. Thus, an organization must instill the TQM concepts and practices into one’s product development process to avoid pitfalls and ensure success during TQM implementation. In general, the organization should sustain management of innovation and change to build competence and competitiveness in this ever-changing environment.

Keywords: total quality management, quality performance, customer satisfaction