What does it mean to practice Total Quality Management? According to ISO (International Organization for Standardization), there are 7 Quality Management Principles that companies follow to incorporate quality throughout the entire organization, every process, department, etc. (hence "total" quality management). Quality isn't just a department, it is a way of practicing business from top to bottom, everyone is involved in ensuring quality is a priority in everything. It is about process thinking and risk assessment, prevention, management, and documentation.7 Quality Management Principles:
- Customer Focus
- Engagement of People
- Process Approach
- Evidence-Based Decision Making
- Relationship Management
Customer Focus: Taking a Customer Focused business approach helps companies to strive to meet and exceed customer requirements & expectations. Customer satisfaction is measured through surveys, testimonials and feedback provided to sales representatives.
Leadership: Cohesive vision and goals established in a business plan pulls all areas of the company together and gets them on the same page.
Engagement of People: It is important to utilize and value people's skills and abilities; train, evaluate, provide feedback, and hold people accountable.
Process Approach: Focus on improving every process. Work instructions are a good way of documenting exactly how the process should run, every time.
Improvement: Measure, analyze, improve. The business plan should have clear goals set to drive systematic improvement. Corrective Action Reports (CARs) are a way of correcting problems or nonconformances, while Preventative Actions (PARs) detect potential problems or non-conformities and determine a solution to prevent them from occurring.
Evidence-Based Decision Making: Few things are black and white so a risk analysis should be performed to gather data, stats, & facts, from the information gathered, focus on what has the highest potential for risk. Find the top risk for each department to focus on to make the biggest impact.
Relationship Management: Vendors, customers, employees, community - all relationships need to be managed and nurtured.
The entire system is built on how a company assesses risk and how they document risk - there is risk involved in everything, including something as small as who a company hires to mow the lawn every other week.
Assess the risk, document the risk, and then focus on the areas that would have the greatest impact.