How can businesses achieve superior customer satisfaction? 

Whether you work in production, sales, marketing or any other department – the right management style is vital to reach your company goals. If your organization is planning to expand product variations or improve services, total quality management is the right approach for overall development. Never knew why and how a strategic approach as TQM can help? Here we discuss why it is a prominent model and how your brand can adopt it.

What is TQM, and why is it essential? 

If we break down the three words, total, quality, and management, we can clearly define it for every customer servicing business (B2C) as an extensive tool of overall development. To sustain the neck-tie competition of the market, brands have to maintain supreme quality standards to attract more customers.

Management thus refers to the whole back-end process of planning, designing, and developing superior products, which impress customers and create brand loyalty. If you need to design a new mere product or service, you might wonder why a big plan is required but strategic planning and monitored management are quite essential in ensuring the following factors.

  • Improve employees’ performance 

The quality of the end product depends on the entire chain of the product’s manufacturing and supply. The primary aim of management is to train employees of all corresponding departments for expansive achievements. More advanced training, upgraded tools for functioning, and challenging opportunities to boost the product’s quality can help the working staff develop in their fields to implement advanced principles and designs.

  • Improve progress and revenue

If all the working departments like the project planners, manufacturers, and marketing experts work on a common platform with synchronization, the progress can easily be multiplied. Your management approach should follow the product development cycle, collaborating with all the departments to ensure the progress and revenue multiply as desired. The more output you get, the quicker you can branch out and expand with related services and more workstations worldwide.

  • Proper usage of resources

Upgrading a service or product design allows for the reallocation of existing resources and the opportunity to employ new ones in the market. The management structure should focus on proper allocation and resource implementation to avoid wastage and loss. An overall approach is essential to bring all the corresponding workers on a single platform to allocate and monitor the resources as required.

  • Overcome pitfalls of the past

Competing businesses require TQM to study the feedback of their existing services and upgrade them to achieve their desired customer satisfaction. The total management’s process is thus required to analyze the current design, compare it with the successful competitors in the market and upgrade suitably to step ahead in the race.

Major TQM principles every business should apply

Since every business differs in its vision and field, the quality management approach also varies. However, considering the TQM’s requirements, some basic principles are the same for one and all. Though you can find models with 8, 7, or 4 strategic principles, the following are the domains covered for planning a successful strategy.

  • Sales and feedback analysis

You should primarily consider the customers’ voice when your goal is to achieve customer satisfaction. If your products are out in the market, take the subsequent steps to obtain feedback and consumer reviews.

You can share interactive questionnaires on social media sites, use AI e-commerce platforms for monitoring clicks on ads, or get text feedback after delivering the products. The composite analysis for some months can show if your product is sustaining the trend along with the drawbacks pointed out by the users.

  • Employee analysis

The employee performance analysis is a great HR tool to form a prudent team to work for the motive. This analysis includes examining various workers in different departments and posts to gather the required ones for proper project implementation.

You should also check the advancements in their skill and career if it matches the new requirements. Subsequently, plan apt training programs or internal transfers to frame a robust workforce hierarchy. You should train your staff to use the resources judiciously if it’s a new tech or tool you are planning to use.

  • Centralized decision-making 

Total quality management can only be a complete cycle if the entire process is centralized on a single platform. Instead of working as chunks of teams designated with individual tasks, all the employees concerned in the product development should be together.

Step up with modern digital workplaces and business management systems to collaborate all the activities on a single application. These resources can connect multiple employees, allot separate duties to all, have a commonly accessible database system and intelligent logistics manager for automatic query analysis.

  • Whiteboard brainstorming for all projects

The quality management process always begins with a plan to design a suitable product according to the desired changes. Brainstorming is a must among your employees to sit together and discuss the prospects, pros, and cons of the idea.

This stage should include all the primary manufacturers, secondary designers, and tertiary marketers to enhance the overall quality. You can utilize the virtual whiteboard software to discuss your plans if you work on remote platforms. Unlike physical conference room meetings, these digital platforms can record, share and store the shared content for later reference.

  • Dynamic data review and analysis

You can only approach supreme quality if you satisfy consumer demands. More than the production advancements and new designs you can think of, take note of public wants to provide the desired.

Say, if you have a web-based application suitable for desktops, you should aim to develop its mobile-compatible version for remote and instant use. Draw practical statistics and check consumer requirements to plan according to customer need, not according to resource availability.

  • Performance analysis

Entire quality management only revolves around the product development cycle to test and ensure success in every stage. Performance analysis also includes how efficiently your team is working for progress.

Employ data analytics software to gather various parameters, program the model to display the probable results, and modify the designs for improvements, if necessary. The checking cycle also extends to the tertiary stage (after promotion and launch) to record and monitor the user’s response after the latest prototype comes out in the market.

  • Integrated communication system 

As the development team works on a single project, all the employees should be aware of every proceeding. A widespread communication system connects all to share data silos, analysis predictions, and important notifications to circulate.

To maintain proper harmony and progress, the workforce throughout the hierarchy should be well-connected with each other. You can deploy personal information manager software to communicate official mails, project details, reports, and schedules to monitor all the tasks without any clashes.


Total quality management aims to utilize scrutinies, feedback collection, and analysees to upgrade existing procedures for better customer satisfaction. This article discusses why overall project management is essential and how various businesses can design and implement their suitable TQM models. The strategy, irrespective of the number of principles applied, should always aim to improve performance and use resources judiciously to pace along with the changing consumer demands.

Also Read: How Does Six Sigma Affect Finance, Marketing, and Operations Departments?