Total Quality Management - TQM

The “Body of Knowledge” for Total Quality Management embraces:

Total Quality is a way of life. Total Quality is not a programme with a defined end point. A total Quality strategy will be effective only through long-term commitment and dedicated application by executive management and all employees. It requires the consistent application of the appropriate human and technical processes, tools and techniques.



The Institute of Management Services defines Total Quality Management as:

"A strategy for improving business performance through the commitment and involvement of all employees to fully satisfying agreed customer requirements, at the optimum overall costs, through the continuous improvement of the products and services, business processes and people involved."

The concept of Total Quality Management can be expressed as “Achieving success through delighting our customers”.

Customers being the internal user, the external customer or end-user, together with the other stakeholders, i.e.

It also requires consideration of the environmental needs of the community.

Key concepts of Total Quality

Total Quality Management is a strategy for business success, based on the following concepts:

Total Quality means:

Total Quality requires:

Total Quality Management is an organisation wide process based on:

bound together in long term business relationships

The focus for Total Quality

is continuous improvement aimed at achieving total “customer delight”, perceived “value for money” at optimum cost to the organisation. This requires everyone within the organisation to:

TQM and BS 5750/ISO 9000/EN 29000

The standard provides a basic guideline for Quality Management and Quality Systems.

TQM and BS 5750/ISO 9000/EN 29000 are complimentary, whereby the Standard provides a structure which can underpin continuous improvement - the philosophy of TQM.

Part 0 of the Standard refers to Total Quality Management whilst the remainder is concerned with Quality Assurance.

Traditionally certification has been limited to specific areas for organisation, but recent development permits Company Wide registration.

This is a logical progression towards Quality Systems and Total Quality Management.


Adopting Quality as the fundamental principle by which the organisation will conduct its business, requires that it organises itself to support this objective. This involves developing an appropriate organisation structure and a Quality function appropriate to the needs of the organisation.

Business organisation structure: spans of control, reporting lines, work group missions and outputs should be reviewed to ensure that these support management leadership, teamworking and effective communication.

Quality support organisation: the functions of the support organisation might include:


Total Quality is a customer focused improvement process, a strategy for business success involving every employee within the organisation.

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