Introduction
Total
Quality Management is a management based philosophy where the organization aims
at long-term prosperity through customer satisfaction. In TQM, all members
participate in improving processes, products, and services with the objective
of meeting customer needs. Total quality management can be summarized as a
management system for a customer-focused organization that involves all
employees in continual improvement. It uses strategy, data, and effective
communications to integrate the quality discipline into the culture and
activities of the organization. Improvement methods have been described
by quality gurus, such as Philip B. Crosby,
W.
Edwards Deming, Armand
V. Feigenbaum, Kaoru
Ishikawa, and Joseph M.
Juran.
The
Kenyan products are failing in the market due to non-observance of total
quality management practices within the organisations. Managers are therefore
called upon to come up with TQM departments that study the quality of goods and
services before they are given out to customers. Through this, the companies
will ensure repeat purchases from satisfied customers, hence increase the
profits and sustainability.
