What are the two key principles of Total Quality Management?

The two key principles of Total Quality Management (TQM) are customer focus and process improvement. Customer focus emphasizes the importance of understanding and meeting the needs of customers to enhance satisfaction and loyalty. In TQM, success is largely measured by the ability to consistently deliver value to customers, making their requirements and feedback central to any quality improvement efforts.

Process improvement underscores the ongoing effort to enhance all aspects of organizational processes, seeking to increase efficiency, reduce waste, and improve quality. This involves using systematic approaches such as continuous improvement methodologies, including Plan-Do-Check-Act (PDCA) cycles or Six Sigma, to refine processes and address root causes of issues.

Together, these principles form the foundation of TQM, guiding organizations to cultivate a culture of quality that leads to sustained success and competitive advantage. Focusing on customers helps align the organization’s objectives with their needs, while committing to continuous improvement ensures that processes are consistently refined to enhance performance and quality.