TQM Talk


An overview on quality perspectives

While the dictionary may have various definitions for this three letter word , Total Quality Management (TQM) is an effort made to enhance the quality of products and solutions, across all organizations. Although the segregation of products and services could be done through various aspects of tangibility, it is the customer, internal and external, who has the final say on the quality quotient of the same.


Through the process of TQM, several organizations try to achieve customer satisfaction by mitigating bottlenecks. Features like the reliability of the product, superior design, longevity and its quality of conformance is what makes way for customer satisfaction. In addition, with cut throat competition co-existing with the fluctuation in demand, customers have turned quality-centric, accepting nothing that falls below industry standards. While the word 'quality' may come across as a variable to many, several organizations have come together to define the word, through a set of stringent principles dedicated to eliminate waste, ensure speed of delivery, compliance with policies and procedures, consistency, perfection and total customer satisfaction.

On the flip-side, the quality of the product could be further divided into judgmental based perspective and product based perspective. Invariably, both the segments have an important role to play, when it comes to regulating the quality of the product, thereby achieving customer satisfaction. Depending on the usage of the product, it can be further be divided into categories like user based perspective, value based perspective and manufacturing based perspective.


Quality, at different levels would pose different questions,depending upon the loopholes that need to be taken care of. While quality at organizational level maybe all about the products and services meeting expectations, the process level is generally concerned about processes, products and services that are integral to the external customer. The individual job level generally deals with measuring requirements of the customer and setting a specific standard to measure it.