Total Quality Management



TQM is an exhaustive andstructural approach to organizational management, which aims atimproving quality of products and services through ongoingrefinements to continuous feedback.

Purpose of total qualitymanagement

• helps the company to avoid quality failure. Therefore, the companymay avoid costs such as external quality failure.

Customer driven

• The facility willcontinuously gather information from the customers by market surveyand customer interviews.

Focus on quality

• It will be done bycarefully monitoring the construction process to meet theexpectations of the client.

Continuous improvement

• It will be done throughevaluation of the current, make plans based on problems formed anddocumenting challenges met during implementation.


• It will be done throughencouragement of the different departments to work together inproblem solving.


• By ensuring that employeeswork together towards achieving a common goal.


• Through maintaining openand two-way communication and giving room for suggestions andsolutions.


• By providing incentivesfor employees to identify, quality issues and ensures that theyunderstand how to assess quality-by-quality control tools throughproper training.

Education and training

• By giving support toemployees for further education, arranging routine trainings, andattending seminars.

Shared vision

• By breaking down barriersbetween the various departments, which help in foreseeing futureproblems and reaching the adopted vision of the company.

The Facility Size

• The facility will be aconstruction company with an organizational structure divided into anadministrative and technical arms. The executive division has fivedivisions namely: human resource management, Finance, and accounting,Legal, Market, and research and development department. The technicaldivision has five units: Survey, Mechanical, Electrical, Materials,and Planning Department. The company has 250 permanent employees(Joiner 2006).


• It is a constructionCompany


• We focus on design andconstruction of roads, buildings, and hydraulic structures.

Conclusions andExpectations

• When the TQM program isimplemented, there will be employee development through trainingeducation and empowerment, which ameliorates the quality of theproduct and customer satisfaction.

Success of the TQM Program

• The program will besuccessful because it incorporates the ten core ideas of the RTQMprogram, which will ensure customer satisfaction, high-qualitystandards, and continuous product improvement. The success comesthrough employee improvement, teamwork, empowerment, and having acommon objective and vision (Melsa 2008).

The company’sservice delivery system ensures that projects are done on or beforethe time through the use highly trained personnel through latesttechnology. The service delivery complements the operating, whichensures the operations run smoothly the first time through properhuman resource management, sound organization structure, and qualitycontrol. Consequently, the company’s services are affordable andmeet the customers’ expectations (Morfaw2009).

A total quality management(TQM) program

Thetotalqualitymanagementprogramcan dramatically increasethecompany’sproceedsandstreamline theprocessesin theenterprise.Similarly,thetotalqualitymanagementprogramsassists in thefacilitation of qualitycontrolorqualitymanagement,riskmanagement,compliancemanagement,anddocumentcontrolforfuturereferencein caseof a dispute.Accordingly,theprogramenablesothertotalqualitycomponentsto contributeto theregulation,productorservicevalidity,andthequalityvalidity.Consequently, suchprogramof theTQM can increasetheprofitsof thecompanyandstreamline its processes.

Thediagramaboveshowsthatin thecompany,whenever a customerarrivessuchclientis receivedat theclientconsultingarea.At thisstage,thecustomerconsults with one of thebusiness’semployees,after thenecessaryconsultations,theclientreceivesthequotationsof theservices,which thecompanyhas to offer.Ifthecustomerdoesnot acceptthedealat thislevel, theyhaveto renegotiate. However,in theeventthecustomertakesthedeal,thentheygoto thenextpointof forminga legalrelationship.At thisstage,bothparties(thecompanyandtheclient)signa contract.Nevertheless,thecustomershould onlyacceptthetermsof thecontractafter a fulldisclosureby thecompanyconcerningtherisksandsecurityorremediesavailable.

Accordingly,thecontractshould be ableto statetheamountortheinterim estimatesof theprojectandthenumberof thecompanyworkers,which thecompanywill dispatchto thesitefortheclient.Similarly,itmust showtheinterim budgetof theproject,andanypurchasesandacquisitionsthatthecompanywill needto purchaseforthepurposesof completingtheproject.After seeingtheprojectdocument,projectplanandrecordingthenecessarylessons,theclientmay chooseto adjustorcanceltheproposedprojectandthetermsof thecontractaltogether.Ifthecustomeropts to canceleverything, theygoto closingpart.Thenextlevel is wheretheycancelanyprioragreementsin casetheclientsseestherisksbemorethan thebenefits,andtheamountof securityis insufficient.However,suchclientmay opt to approveitandgoto theexecutingprocess.


Joiner, A. J.(2006). TotalQuality Management and Performance.La Trode University, Bundoora, Australia.

Melsa, J. L.(2008). Principlesand Tools of Quality Management.College of Engineering. Iowa State University, U.S.A.

Morfaw, J. N. (2009). Totalquality management (TQM): A model for the sustainability of projectsand programs in Africa.Lanham [Md.: University Press of America.