What is TQM (Total Quality Management) focused on?

Total Quality Management (TQM) is a comprehensive approach aimed at improving the quality of products and services through ongoing refinement in response to continuous feedback. The primary focus of TQM is to satisfy customers by fostering a culture where employees are empowered to contribute to quality improvements. This empowerment leads to increased employee engagement, motivation, and a sense of ownership over their work, all of which are essential for achieving higher levels of customer satisfaction.

Within the TQM framework, organizations emphasize the importance of understanding customer needs and expectations, which directly informs the quality of services provided. When employees at all levels feel empowered and take an active role in the quality management process, they are more likely to identify areas for improvement and respond to customer feedback effectively. This alignment between employee involvement and customer satisfaction forms the cornerstone of TQM practices, making it the correct answer to the question about TQM’s focus.