With its roots in leadership style, work environment, and an unrelenting pursuit of excellence, TQM marks a paradigm shift in how we manage quality. It encapsulates the entirety of an organization's operations instead of being confined to a service.
This approach represents a sea change in quality management systems compared to traditional approaches. Aiming to surpass beneficiary expectations, it extends its reach to include all stakeholders involved in the lifecycle of the product or service. Every aspect of this approach focuses on meeting the needs of everyone involved, from beneficiaries seeking top-notch quality to employees seeking personal growth, shareholders seeking productivity, and communities benefiting from social contributions.
The foundation of TQM lies in the process approach, in which an organization's processes are designed to work smoothly and efficiently as a single system. At its core, the process approach aims to provide services with unparalleled precision. It involves setting standards of excellence across all aspects of an organization's operations.
Across all functions, this integration aligns processes and measures with predefined objectives. Each of these processes is carefully defined, outlining interconnected activities and checks all aimed at achieving the desired results. The level of detail in planning and controls is tailored to the organization's unique context.
Achieving quality is more than a goal, it's a foundational principle. To accomplish this, staff must be provided with precise instructions and seamless access to essential documents. With the adoption of a process-centric approach, organizations enable their teams to access critical information instantly. A streamlined information flow can be achieved by categorizing documentation into What to do, How to do, and policy guidelines. With this strategic approach, every employee is equipped with the resources needed to produce high-quality results right away.
Keeping the focus on beneficiaries' satisfaction requires organizations to document their end-to-end processes. Organizations must recognize that the overall service is what matters most to beneficiaries. With this holistic approach, all departments and every individual in the organization are aware of their role in providing exceptional service.
Process-based management isn't limited to TQM alone; it can integrate seamlessly into any management system. Among its many benefits are:
- Focused attention on critical outputs and high-risk processes.
- Improvements in understanding, defining, and integrating interdependent processes.
- A systematic approach to planning, implementing, checking, and improving.
- Increased accountability and optimal resource utilization.
- Consistent achievement of policies, objectives, expected results, and overall performance.
- Improved customer satisfaction by meeting their specific needs.
- Increased confidence in the organization's capabilities.
A process-oriented approach ensures that an organization's processes are integrated and comprehensive. Taking this approach provides the foundation for long-term success by ensuring excellence at every step along the way.
