The business may be a century old or it may have started out recently. Quality is thus inherent into the company’s product lifecycle and has to be ensured throughout the existence of the product and the business.
What are the parameters that set organizations on the growth path? Is it the market size? Is it the people? Is it the system or the technology? While all these are crucial components for an organization, the underlying element in all these is Quality Management. Quality Management is that one core ingredient that steers organization through its business and ensures its growth. If you haven’t heard yet, Quality Management is your best bet to grow.
How? Simple: there is no substitute for quality when it comes to the organization’s ability to deliver. Quality is the soul of a business. Quality is at the root of an organization’s performance. Without quality products or services, the organization loses its reputation in the market. A business that loses its name loses everything.
Cannot assure quality? Be prepared to lose customers
These consequences of not having quality products or services are understandable because when customers feel that their quality expectations are not being met, they switch over their loyalties at the snap of a finger. This departure of the customer base can happen at any time. The business may be a century old or it may have started out recently. Quality is thus inherent into the company’s product lifecycle and has to be ensured throughout the existence of the product and the business.
This process of building a business into which quality inheres and is present throughout the lifecycle is symbolized by the concept of Total Quality Management or TQM. TQM is an approach whose concepts help organizations reach their quality goals by taking their unique business and product-related aspects into consideration. It is a system in which the concepts can be applied during all phases, as well as all situations of the business: in times of prosperity, in times of stability, in times of flux, as well as in times of adversity.
Overall improvement into the process
TQM suggests an organized and logical manner in which to apply concepts and principles of quality to bring about improvements in the product or service. TQM is about developing a system in which all the processes come into play in an organized and harmonious manner. It is all about making the systems as foolproof as one can. If a fault is present, it has to be so in the system and not in the line employee. In other words, TQM is all about putting in place a process-oriented, rather than a people-oriented Quality System.
Total Quality Management is comprehensive from another perspective: in involving the employees of the organization. Applying TQM is not limited to the top brass of the organization. This principle requires the involvement and participation down to the last level of employees.
Also, for quality to come about, the active involvement of not only the employees, but also those involved in the organization externally, such as consultants and contractors, is as crucial.
The customer at the core
The concept of Quality Management is built placing the customer at the center of the policy implementation. The concept of TQM is built around the belief and fact that the customer is the heart of a business. This is natural, because if there is no customer, there is no business. A customer can exist without a business, but can a business exist without a customer? No.
By placing the highest and maximum emphasis on the customer, Quality Management works around this core component of the business. Quality is not a standalone parameter. It is always achieved and measured in terms of what the customer thinks about it. Quality is of no consequence unless the customer thinks and feels that her quality requirements and expectations have been met. Quality is something that can only be assessed in relation to this core.
Benefits of implementing Quality Management
The concept of Total Quality Management is built in a manner that makes it all encompassing in its sweep. From both the perspectives of the what each employee is expected to do, to what areas of quality the organization can bring about by modifying their behaviors and attitudes, TQM is an all-round tool. By instilling these aspects into the product or service, organizations are put on the growth path with utmost certainty. Having a Quality Management plan in place ensures the following:
- There is drastic, micro level improvement in the overall functions of the organization
- It ensures that the quality expectations of the customers are not only met, but at times, exceeded as well, since the customer is the focal point of a TQM system
- Implementation of TQM into the lifecycle of the organization’s product or service brings costs down since it is aimed at reducing the errors
- This brings about a palpable rise in the organization’s name in the market.
All these point to the clear and unmistakable role of quality to organizations. If you haven’t heard yet, Quality Management is your best bet to grow.