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Commitment: Quality improvement must be everyone’s job. Clear commitment from the top management, steps necessary to provide an environment for changing attitudes and breaking down barriers to quality improvement must be provided. Support and training for this must be extended.
Culture: Proper training must be given to effect changes in culture and attitude.
Continuous Improvement: Recognition of room for improvement continually as a process, and not merely a one-off programme.
Cooperation: Must be ensured by involving employees by resorting to mutually agreeable improvement strategies and associated performance measures.
Customer Focus: Perfect service with zero defectives with satisfaction to end user whether external customer or internal customer.
Control: Documentation, procedures and awareness of current practices ensure checking deviation from the intended course of implementation.
The benefits accruing from the implementation of a Total Quality Management programme in an organisation are:
(i) There will be increased awareness of quality culture in the organization.
(ii) It will lead to commitment to continuous improvement.
(iii) It will focus on customer satisfaction.
(iv) A greater emphasis on team work will be achieved.
