What is a key characteristic of Total Quality Management?

Total Quality Management (TQM) emphasizes a comprehensive, organization-wide approach to improving quality and customer satisfaction. A central aspect of TQM is its focus on integrating customer feedback into quality processes. By actively engaging with customers and gathering their insights, organizations can better understand their needs and expectations, which is essential for delivering products and services that meet or exceed those expectations. This feedback loop allows for continuous improvement, as organizations can adapt their processes based on real-world data and experiences.

This characteristic distinguishes TQM from other approaches that may focus primarily on internal processes or rely on top-down decision-making without considering customer input. Additionally, TQM does not dismiss negative incidents but rather views them as opportunities for learning and improvement. By analyzing feedback, including criticisms and complaints, organizations can identify areas for enhancement and foster a culture of quality that is responsive to customer needs.