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TQM
"Total Quality Management" (TQM) is one of several approaches to management a company can choose that focuses on the quality of product and customer satisfaction. The basic concept is not complex. It focuses on the company making a concerted effort to do business in a way that meets their customers' needs and that leads to continual improvement in how they function, to support, maintain, and expand business (Prasad, 2004). It is based on the truism that customers expect to get their money's worth when they purchase a product or service. In the case of a company that produces a product, for example, microchips, that are then used in a different product, such as a computer, TQM concerns itself with both customers, but the customer it sells directly to has first priority in their concerns (Prasad, 2004).
The word "total" emphasizes the idea that the company must be concerned with quality at all levels, and it recognizes that having a reputation for providing value and quality will lead to repeat business, expansion of business,...
Because communication has become so streamlined, a company's global reputation is important. TQM must work well even in companies that work within several countries and cultures. Throughout its global structure, all the top management must be committed to the principles of TQM including focus on customer, maintaining good relations with suppliers, maintenance of training for employees, elimination of product defects, and measurement of how well the company and its departments have achieved the goals they have set for themselves (Agus, 2005).
These issues are of special concern to companies in countries just emerging as world trade participants. For example, electronics companies in Malaysia are beginning to compete globally for the electronics market. Malaysian businesses have changed dramatically in the last few decades (Agus, 2005), and they have had to cope with rapid…
BIBLIOGRAPHY
Agus, Arawati. 2005. "The structural linkages between TQM, product quality performance, and business performance: preliminary empirical study in electronics companies." Singapore Management Review, Jan.
Prasad, Shiv. 2004. "Basic principles for TQM." New Straits Times, Aug. 21.
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