What is the primary focus of Total Quality Management (TQM)?

The primary focus of Total Quality Management (TQM) is managing the entire organization to deliver quality to customers. TQM emphasizes a comprehensive approach where all members of an organization participate in improving processes, products, services, and the culture in which they work. The overarching principle is that quality should not only be the responsibility of a single department but rather a fundamental part of the organizational process, ensuring that customer satisfaction is at the forefront of all activities.

In TQM, the commitment to quality encompasses continuous improvement and can involve training employees in quality management practices, fostering a quality-focused culture, and utilizing systematic approaches to enhance processes. By aligning everyone in the organization toward these goals, TQM seeks to drive improvements that lead to better performance and customer satisfaction, thereby contributing to a sustainable competitive advantage in the marketplace.

The emphasis on quality and customer satisfaction distinguishes TQM from other goals like maximizing employee satisfaction or enhancing profits, which, while important, are not the core focus of TQM principles. Instead, achieving quality outcomes is believed to naturally lead to higher employee satisfaction and improved profit margins as a result of satisfied customers.