Explain the role of metrics in TQM.

Metrics play a crucial role in Total Quality Management (TQM) by providing quantifiable measures to evaluate performance and guide decision-making. In a TQM framework, it is essential to have data-driven insights that help organizations assess their processes, understand customer satisfaction, and identify areas for improvement. By employing metrics, organizations can set benchmarks, track progress over time, and make informed decisions based on actual performance data rather than subjective evaluations.

Quantifiable metrics allow organizations to measure outcomes such as product quality, service delivery efficiency, and customer feedback systematically. This approach enables continuous improvement and supports the goal of minimizing variance and defects, which is central to TQM principles.

Without appropriate metrics, organizations would struggle to determine whether they are meeting their quality objectives or where they need to focus their improvement efforts, which is why the establishment of effective measurement systems is foundational in TQM initiatives.