What does 'process mapping' refer to in TQM?

Process mapping refers to the visualization of the flow of processes to identify improvements. This technique involves creating a visual representation of a process, highlighting each step, decision point, and flow of materials or information. By mapping out these processes, organizations can gain a clearer understanding of how work is being done, pinpoint inefficiencies, and identify areas for improvement.

In Total Quality Management (TQM), process mapping is a critical tool because it helps teams visualize complex processes, leading to better communication and understanding among stakeholders. It encourages collaboration and collective problem-solving, ultimately contributing to enhanced quality and efficiency. This method also supports data-driven decision-making by providing a clear framework upon which to develop strategies for process optimization.

Options that involve the examination of metrics or complaints do not focus primarily on visualizing entire processes. Similarly, sales data analysis is not directly related to understanding and improving the flow of operational processes. Instead, process mapping centers on how various tasks interrelate and how alterations in those tasks can lead to overall improvement in quality and performance.