The Eight Elements of Total Quality Management

Total Quality Management describes a managerial approach which tries to do things right the first time and to eliminate defects from all its operations. Everybody in an organisation is involved in the TQM process and the following eight elements are fundamental for it to succeed:

1. Ethics
Management draws up a business code of ethics to which all personnel should adhere. Sometimes an external company is contracted to help produce a document. In short, workers are encouraged to do their best.

2. Integrity
Clients expect to find integrity in an organisation. Integrity encompasses morals, values, fairness and honesty. Sincerity is also important. If somebody makes a mistake, they should feel comfortable in admitting their error.

3. Trust
TQM cannot work without trust. It is essential for both the clients and the individual participants at all levels of the company. When workers are trusted to make decisions, they start to take pride in the organisation for which they work.

4. Training
Workers can only be highly productive when they receive appropriate training. Training can focus on areas such as interpersonal skills, working in a team, problem solving or performance analysis. Training should be on-going and given as the need arises.

5. Teamwork
The Total in TQM refers to the total involvement of an organisation’s staff. By using teams of workers from different departments or strata a company will receive better solutions to problems. People working in a team are more likely to make creative suggestions than those working in isolation.

6. Leadership
Leadership does not only refer to top management. In the case of TQM leadership is found at all levels. Workers need to be guided by leaders with a clear vision of the company’s goals. The philosophy of TQM is filtered down through every strata of the organisation through leaders who are constantly demonstrating their belief in the approach.

7. Communication
Communication is the vital link between all of the organisation’s elements. Information needs to be shared regularly and constantly. Communication takes place in three directions: downwards from top management to employees; upwards where workers provide management with insight and criticism; and sideways where communication crosses over between different departments and to external suppliers and customers.

8. Recognition
Individuals and teams should have their efforts, ideas and achievements recognised. Recognition increases self-esteem and this, in turn, increases productivity. A worker does a better job when he feels his work is being appreciated. Recognition should come as soon as possible after the act that is being recognised. It can take the form of a letter from management or a more formal award.

By combining these eight main elements in a TQM approach, success is virtually guaranteed.