Total quality management (TQM) is a management strategy that emphasizes a continuous, organization-wide effort to maintain quality customer service and satisfaction. TQM’s ultimate goal is to foster customer loyalty by delivering a level of service that will keep customers coming back again. A TQM strategy requires consistent feedback from employees and customers to determine how services and products can be improved across the entire organization.
Whereas other strategies might focus on specific departments, such as IT, TQM includes every department in continually improving its products and services. According to the TQM philosophy, the more you improve processes in every department, the easier it will be to deliver higher quality products and services to customers. With TQM, everyone in the company should be focused on quality improvement with the shared goal of boosting customer loyalty and satisfaction.