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Keeping customers happy through TQM

If you are thinking about implementing manufacturing process like TQM to help keep your customers happy the first thing that you are going to need to do is to actually understand what TQM is. TQM or total quality management, is actually a company wide program, what this means is that the entire organization is going to need to decide to implement this program in order for it to work> the reason for this is that total quality management actually focuses on how you can improve your manufacturing process and to improve that process you are going to need to take a look at your entire organization. You need to look at the entire organization because the entire organization is actually involved in the overall product, no matter how remotely related it is it can still play an important role. Something else that you need to know about total quality management is that one of the goals of total quality management is to manufacture quality products and services, basically what this means is that the whole point of implementing TQM is to eliminate waste and defects so that you are only producing quality products.

But something else that you need to know about TQM is that only producing quality products is not the only goal of implementing that program. Many organizations actually implement total quality management as a way to help keep their customers happy. The reason for this is that another main goal of total quality management is to ensure that your customers are always happy with the products and services that you are providing. But along with that goal another goal for total quality management is to ensure that the products and services that you are providing your customers with are actually satisfying your customers needs. Many people would think that those two goals are one and the same, but the truth of the matter is that while these two goals are related they are not the same thing.

The reason that those two goals are not the same thing is because your customers aren't just people who are actually buying your products and services. Basically what this means is that you need to actually think about who your customers actually are. Sure you are going to have your outside customers, the ones that most people think about making happy. But you are also going to have your internal customers, which actually means your employees, and most people don't think to keep these people happy in the sense that they are customers. But what you need to think about when it comes to internal customers is that this applies more to supervisors then to the people actually making the product. The reason for this is that the people making the product need to keep their supervisors happy so that they can get raises and promotions, which their supervisors actually have direct influence over.

But the main group that you are going to need to keep happy is the people who are actually paying for your product, which can be either the user or the purchaser. Sometimes there is a difference between these two customers, but the end result is the same you want to make sure that the person who is paying for the product is getting their money worth and the best way to do that is to keep your costs down to a minimum so that the are paying the lowest cost for your product. But you also want to make sure that your product is free from defects, which is where Total quality management can actually help your organization immensely.

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