Total Quality Management (TQM) is a customer come first. For TQM the customer is king. The approach was popularized by Peters and Waterman in In Search of Excellence. In the concept discussed how to provide something the customer wants, and when and how they want it. The concept was adapted to the changing expectations and styles of customers by designing products and services that meet and satisfy their expectations. By satisfying the customer, it is certain that they will come back again and tell their friends about your product or service. This is referred to as the quality that sells (self-on quality). Perceptions and expectations of customers in the claim as something short term and subject to change. Likewise, the organization, he must find the right methods to get closer to their customers in order to respond to changing tastes, needs, and desires.
The essence of TQM is as follows:
- TQM is a desire to always try to do everything to “Always good from the beginning”.
- TQM is not working on the agenda of others, but the agenda set by customers and clients.
- TQM asserts that every person in the organization should be involved in efforts to increase continuously.
- TQM requires that each person in the organization is a manager for the responsibilities of each.
- TQM programs should not use the name of TQM. Most important is not the name but the influence of the quality program to the school culture.
- TQM is a mindset as well as practical activities.
One of the most important aspects of TQM is to collect a number of tools and techniques to improve the quality, here are some tools and techniques that can be used:
1) Brainstorming
2) Diagram fishbone or Ishikawa diagram
3) Analysis of Field Strength
4) Flowcharts
5) The mapping process
6) The graph pareto
7) Standardization