What is a key characteristic of total quality management?

A key characteristic of total quality management (TQM) is its emphasis on customer satisfaction. TQM is a management approach that seeks to improve quality and performance in organizations by engaging all employees in continuous improvement efforts. By prioritizing customer satisfaction, TQM aligns the goals and objectives of the organization with the needs and expectations of its customers. This focus helps to ensure that products and services not only meet quality standards but also meet or exceed what customers desire. Engaging with customers and understanding their feedback drives the organization to make necessary adjustments and improvements.

In contrast, placing excessive emphasis on individual performance can undermine team dynamics and the collaborative nature integral to TQM. Strict adherence to procedures, while beneficial in certain contexts, may stifle innovation and flexibility, critical elements for continuous improvement. Concentration on cost-cutting alone can lead to compromised quality, which is counterproductive to the TQM philosophy that seeks to enhance quality above all. Overall, customer satisfaction is the cornerstone of TQM, guiding all initiatives and defining success.