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Summary: Total quality management refers to managing employees well, providing excellent customer satisfaction and maintaining positive business development. Find out how to maximize the efficiency within a business with information from a business consultant in this free video on business management.
Joe Dunlop is a business consultant and an adjunct professor at Steven Henegars College in Salt Lake City, Utah.read more
"I'm Joe Dunlop, I'm a consultant and an adjunct professor at Steven Henegars College in the business section, and today we want to talk about total quality management. As the name says total means it's all encompassing. Quality is that you are looking for the most expert, you are looking for the best of there is in management. Managing you are usually managing a business. So total quality management is making your business the top there is. You want to provide customer satisfaction, you want your business to have no problems, which would be if you are manufacturing zero defects. And that means that anyone involved in any of the processes have the right to step in, stop an assembly line if there is a problem, and get it corrected right away. You need to make sure that all of your employees are empowered to provide the best customer service that they can. That they know what is best in customer service, and that they can utilize all of those systems that they have learned, all of the knowledge that they have. Remember the person on the line, the person out selling the clothes in the department store they are the front line. They are the ones that are there to make sure that your customers are satisfied. They are the ones that know if there is a problem. That is the start of management is to make sure you have the information that you need, and it goes from the bottom up not from the top down."
eHow Article: Steps in Total Quality Management
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