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How can you use the TQM framework in your culture?

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Quality management is not only about tools and techniques, but also about the culture and mindset of an organization. One of the most widely used and recognized quality management frameworks is Total Quality Management (TQM), which aims to achieve customer satisfaction, continuous improvement, and employee involvement. But how can you use the TQM framework in your culture? Here are some tips and examples to help you apply the principles and practices of TQM in your organization.

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Doug Kelly

Production management

1 Define your vision and values

The first step to use the TQM framework in your culture is to define your vision and values as an organization. What is your purpose, mission, and goals? What are the core values that guide your decisions and actions? How do you communicate and align them with your stakeholders, especially your customers and employees? Your vision and values should reflect your commitment to quality and excellence, and provide a clear direction and motivation for your team.

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Doug Kelly

Production management
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Critical to quality and the voice of the customer are key to any improvement success! Culture change is the hardest challenge and needs to be led and bought into from the top down ! A quality culture which can be embraced with a kitchen mentality is needed to drive the correct improvements forward led by the VOC . I work in a environment that wanted quick results from TPM but lacked in the drive and enthusiasm for a cultural change ! Hard work and ultimately Leeds to failures !

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Eze Samson Chibueze, MS, MLS(ASCPi), AMAPH

Medical Laboratory scientist || CORU Reg. || IVD Field Application Specialist || Lead Auditor (ISO 9001:2015) || Biorisk Manager || Committed to Elevating Quality Standards in Medical Laboratory Diagnostics.
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Ensure that top leadership is fully committed to TQM principles. They should lead by example and communicate the importance of quality throughout the organization

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2 Implement quality processes and systems

The second step to use the TQM framework in your culture is to implement quality processes and systems that support your vision and values. This means designing and documenting your processes, standards, and procedures, and ensuring that they are consistent, efficient, and effective. It also means establishing quality control and assurance methods, such as audits, inspections, reviews, and feedback, to monitor and measure your performance and outcomes. You should also use quality tools and techniques, such as Pareto charts, fishbone diagrams, control charts, and root cause analysis, to identify and solve problems, and improve your processes and systems.

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3 Empower and engage your employees

The third step to use the TQM framework in your culture is to empower and engage your employees, who are the key drivers and beneficiaries of quality improvement. This means creating a culture of trust, respect, and collaboration, where employees are encouraged and enabled to participate in decision making, problem solving, and innovation. It also means providing training, coaching, and recognition, to develop their skills, knowledge, and motivation. You should also foster a culture of learning, where employees are willing and able to share their ideas, experiences, and feedback, and learn from their mistakes and successes.

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Eze Samson Chibueze, MS, MLS(ASCPi), AMAPH

Medical Laboratory scientist || CORU Reg. || IVD Field Application Specialist || Lead Auditor (ISO 9001:2015) || Biorisk Manager || Committed to Elevating Quality Standards in Medical Laboratory Diagnostics.
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Encourage all members of your culture to be actively involved in the quality improvement process. Empower employees to suggest ideas and participate in decision-making.

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4 Focus on customer satisfaction

The fourth step to use the TQM framework in your culture is to focus on customer satisfaction, which is the ultimate goal and measure of quality. This means understanding and anticipating your customer needs, expectations, and preferences, and delivering products and services that meet or exceed them. It also means building long-term relationships with your customers, by listening to their feedback, responding to their complaints, and exceeding their expectations. You should also seek to create value for your customers, by offering them solutions, benefits, and opportunities that enhance their satisfaction and loyalty.

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Eze Samson Chibueze, MS, MLS(ASCPi), AMAPH

Medical Laboratory scientist || CORU Reg. || IVD Field Application Specialist || Lead Auditor (ISO 9001:2015) || Biorisk Manager || Committed to Elevating Quality Standards in Medical Laboratory Diagnostics.
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Understand your culture's unique customer needs and expectations. Gather feedback regularly to drive improvements that align with these expectations.

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5 Pursue continuous improvement

The fifth step to use the TQM framework in your culture is to pursue continuous improvement, which is the core principle and practice of TQM. This means constantly seeking opportunities to improve your quality processes, systems, products, services, and outcomes, by using data, evidence, and analysis. It also means implementing improvement actions, by using the Plan-Do-Check-Act (PDCA) cycle, or other improvement models, such as Six Sigma, Lean, or Kaizen. You should also review and evaluate your improvement results, by using indicators, benchmarks, and standards, and celebrate and communicate your achievements and learnings.

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Eze Samson Chibueze, MS, MLS(ASCPi), AMAPH

Medical Laboratory scientist || CORU Reg. || IVD Field Application Specialist || Lead Auditor (ISO 9001:2015) || Biorisk Manager || Committed to Elevating Quality Standards in Medical Laboratory Diagnostics.
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Promote a culture of continuous improvement where everyone is committed to making incremental enhancements in all processes and products.

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6 Adapt to changes and challenges

The sixth and final step to use the TQM framework in your culture is to adapt to changes and challenges, which are inevitable and unavoidable in any organization. This means being flexible and responsive to the changing needs and expectations of your customers, employees, and other stakeholders, as well as the changing conditions and trends in your industry and environment. It also means being proactive and resilient, by anticipating and preparing for potential risks and opportunities, and overcoming and learning from difficulties and failures. You should also embrace innovation and creativity, by exploring and experimenting with new ideas, methods, and technologies, that can enhance your quality and performance.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Eze Samson Chibueze, MS, MLS(ASCPi), AMAPH

Medical Laboratory scientist || CORU Reg. || IVD Field Application Specialist || Lead Auditor (ISO 9001:2015) || Biorisk Manager || Committed to Elevating Quality Standards in Medical Laboratory Diagnostics.
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Applying TQM is not a one-time effort but an ongoing commitment to quality. Adapt the framework to suit your culture's specific values, beliefs, and practices while staying true to the core principles of TQM. Tailoring TQM to your culture will help ensure its successful implementation and long-term sustainability.

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How can you use the TQM framework in your culture?

1

2

3

4

5

6

7

1 Define your vision and values

2 Implement quality processes and systems

3 Empower and engage your employees

4 Focus on customer satisfaction

5 Pursue continuous improvement

6 Adapt to changes and challenges

7 Here’s what else to consider

Quality Management

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How can you use the TQM framework in your culture?

1

2

3

4

5

6

7

1 Define your vision and values

2 Implement quality processes and systems

3 Empower and engage your employees

4 Focus on customer satisfaction

5 Pursue continuous improvement

6 Adapt to changes and challenges

7 Here’s what else to consider

Quality Management

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