TOTAL QUALITY MANAGEMENT

As a business owner you should have a vision. This vision should encapsulate the total desires you have for the success of your business and your plan for achieving this. A successful plan will be structured on total customer satisfaction based on zero quality complaints. This must be achieved through 100% employee commitment. The employees closest to the problems must be the ones to solve them. The term quality as used in this article means providing customers with services and products that meet their expectations and needs, the first time and every time. It is of paramount importance that you define and meet your customer’s needs, being ever conscious of the fact that different customers have different needs. Remember that the drive for Quality requires continuous improvement, which is the responsibility of every employee.