Total Quality Management
Every business needs to be committed to quality and customer satisfaction to to compete against both small and large competitors.
Today's competitive market, in almost every category of products and services, is characterized by accelerating changes, innovation, and massive amounts of new information. Much of this rapid evolution in markets is fueled by changing customer needs. Significant customer behavior and market changes happen almost overnight. Changes in market preference or technology, which used to take years, may now take place in a few short months.
A new company or a small business is especially vulnerable to instability brought on by rapid changes in customer behavior due to its limited financial, personnel, and capital plant/equipment resources and. One way to help ensure your business success is to make quality and customer satisfaction the number one priority for all employees in your company.
Larger companies committed to TQM programs may appoint a special manager or VP of quality. In smaller companies, this task is usually undertaken by the chief executive officer (CEO) or the owner. There are many aspects of successful TQM program implementation. And it may require months or years to fully incorporate TQM into every employee's value system. There are several keys to a successful TQM program for small businesses:
1. Quality work and customer satisfaction must be a commitment of all employees. Small or large companies serious about implementing TQM and customer satisfaction must provide specific programs, written guidelines, and training sessions for all company personnel. They must follow up with customers to obtain feedback on the success of the new TQM programs. Top management must not only commit to TQM and set daily examples, they must also give explicit permission to employees to act in the same manner. People may also need training and written guidelines to fully empower them. This also reduces the personal risks of adapting new behavior within the company and toward customers.
2.You must involve all employees in the TQM program. Company personnel should be directly involved with the creation, modification, and writing of evolving quality guidelines and suggestions for improvement. Involvement may range from the simple suggestion box to written plan suggestions with preliminary cost savings/business increase analysis. It's important that people in different functions or departments are encouraged to talk with and get help from each other.
3. Every company activity must incorporate quality and customer satisfaction, including all communications with customers and suppliers. Customer service, customer satisfaction and commitment should become top company priorities starting from the head of the company to sales staff. This process should start right from the Hiring stage when the company seeks out the individuals who are “people oriented”. In addition to this regular training programs and meetings to discuss the problems faced by customers must be organized.
4. The notion that implementing quality control measures increase costs is quite wrong. Studies on successful implementation of TQM programs and customer service show a significant improvement in company efficiencies, sales, and profitability, often with fewer people and at less cost than before.
5. Significant changes may be required to make quality and customer satisfaction improvements. Continuous quality improvement is the hallmark of successful companies, worldwide.
6. Small advantages in all company functions can set your quality and customer satisfaction apart from the competition. Every company, regardless of size, can improve quality and customer service by simply tracking an order from its inception to final delivery.
Today's competitive market, in almost every category of products and services, is characterized by accelerating changes, innovation, and massive amounts of new information. Much of this rapid evolution in markets is fueled by changing customer needs. Significant customer behavior and market changes happen almost overnight. Changes in market preference or technology, which used to take years, may now take place in a few short months.
A new company or a small business is especially vulnerable to instability brought on by rapid changes in customer behavior due to its limited financial, personnel, and capital plant/equipment resources and. One way to help ensure your business success is to make quality and customer satisfaction the number one priority for all employees in your company.
Larger companies committed to TQM programs may appoint a special manager or VP of quality. In smaller companies, this task is usually undertaken by the chief executive officer (CEO) or the owner. There are many aspects of successful TQM program implementation. And it may require months or years to fully incorporate TQM into every employee's value system. There are several keys to a successful TQM program for small businesses:
1. Quality work and customer satisfaction must be a commitment of all employees. Small or large companies serious about implementing TQM and customer satisfaction must provide specific programs, written guidelines, and training sessions for all company personnel. They must follow up with customers to obtain feedback on the success of the new TQM programs. Top management must not only commit to TQM and set daily examples, they must also give explicit permission to employees to act in the same manner. People may also need training and written guidelines to fully empower them. This also reduces the personal risks of adapting new behavior within the company and toward customers.
2.You must involve all employees in the TQM program. Company personnel should be directly involved with the creation, modification, and writing of evolving quality guidelines and suggestions for improvement. Involvement may range from the simple suggestion box to written plan suggestions with preliminary cost savings/business increase analysis. It's important that people in different functions or departments are encouraged to talk with and get help from each other.
3. Every company activity must incorporate quality and customer satisfaction, including all communications with customers and suppliers. Customer service, customer satisfaction and commitment should become top company priorities starting from the head of the company to sales staff. This process should start right from the Hiring stage when the company seeks out the individuals who are “people oriented”. In addition to this regular training programs and meetings to discuss the problems faced by customers must be organized.
4. The notion that implementing quality control measures increase costs is quite wrong. Studies on successful implementation of TQM programs and customer service show a significant improvement in company efficiencies, sales, and profitability, often with fewer people and at less cost than before.
5. Significant changes may be required to make quality and customer satisfaction improvements. Continuous quality improvement is the hallmark of successful companies, worldwide.
6. Small advantages in all company functions can set your quality and customer satisfaction apart from the competition. Every company, regardless of size, can improve quality and customer service by simply tracking an order from its inception to final delivery.
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