What is the primary focus of total quality management (TQM)?

Total Quality Management (TQM) is primarily centered on achieving long-term success by focusing on customer satisfaction. This approach emphasizes the importance of understanding customer needs and expectations, and it seeks to exceed those expectations consistently. By fostering a culture of quality throughout the organization, TQM aims to enhance processes, products, and services, ultimately leading to happier customers who feel valued and understood.

In TQM, the belief is that quality improvements lead to higher customer loyalty, which in turn yields sustainable business growth. The focus on customer satisfaction also encourages organizations to engage all employees in the quality process, promoting teamwork and continuous improvement across all departments. Therefore, the essence of TQM goes beyond meeting regulatory standards or immediate financial targets; instead, it prioritizes the long-term health of the organization by building strong customer relationships through quality excellence.