TQM Certification, Total Quality Management (TQM) is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback. TQM Certification requirements may be defined separately for a particular organization or may be in adherence to established standards, such as the International Organization for Standardization’s ISO 9000 series. TQM can be applied to any type of organization; it originated in the manufacturing sector and has since been adapted for use in almost every type of organization imaginable, including schools, highway maintenance, hotel management, and churches. As a current focus of e-business, TQM Certification is based on quality management from the customer’s point of view.
TQM Certification processes are divided into four sequential categories: plan, do, check, and act (the PDCA cycle). In the planning phase, people define the problem to be addressed, collect relevant data, and ascertain the problem’s root cause; in the doing phase, people develop and implement a solution, and decide upon a measurement to gauge its effectiveness; in the checking phase, people confirm the results through before-and-after data comparison; in the acting phase, people document their results, inform others about process changes, and make recommendations for the problem to be addressed in the next PDCA cycle.
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The principles of TQM Certification
- customer-focused organization – organizations depend on their customers and therefore should understand current and future customer needs, meet customer requirements and strive to exceed customer expectations
- leadership – leaders establish unity of purpose, direction and the internal environment of the organization. They create an environment in which people can become fully involved in achieving the organization’s objectives
- involvement of people – people at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization’s benefit
- process approach – the desired result is achieved more efficiently when related resources and activities are managed as a process
- system approach to management – identifying, understanding and managing a system of interrelated processes for a given objective contributes to the effectiveness and efficiency of the organization
- continual improvement – continual improvement is a permanent objective of an organization
- factual approach to decision making – Effective decisions are based on the logical and intuitive analysis of data and information
- mutually beneficial supplier relationships – mutually beneficial relationships between the organization and its suppliers enhance the ability of both organizations to create value