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Total Quality Management Certification
5,000 - 25,000 Per Certificate
Total quality management or TQM is an integrative philosophy of management for continuously improving the quality of products and processes. TQM functions on the premise that the quality of products and processes is the responsibility of everyone who is involved with the creation or consumption of the products or services offered by an organization. In other words, TQM capitalizes on the involvement of management, workforce, suppliers, and even customers, in order to meet or exceed customer expectations. Considering the practices of TQM as discussed in six empirical studies, Cua, McKone, and Schroeder (2001) identified the nine common TQM practices as cross-functional product design, process management, supplier quality management, customer involvement, information and feedback, committed leadership, strategic planning, cross-functional training, and employee involvement.TQM and Six Sigma The TQM concept was developed by a number of American management consultants, including W. Edwards Deming, Joeseph Juran, and A.V. Feigenbaum.[3] Originally, these consultants won few converts in the United States. However, managers in Japan embraced their ideas enthusiastically and even named their premier annual prize for manufacturing excellence after Deming. The Six Sigma management strategy originated in 1986 from Motorolas drive towards reducing defects by minimizing variation in processes.[4] The main difference between TQM and Six Sigma (a newer concept) is the approach.[5] At its core, Total Quality Management (TQM) is a management approach to long-term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, products, services and the culture in which they work. The methods for implementing this approach come from people such as Philip B. Crosby, W. Edwards Deming, Armand V. Feigenbaum, Kaoru Ishikawa and Joseph M. Juran.
ISO 10002 Quality Management Customer Satisfaction Certification
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You can turn unhappy customers into positive business opportunities with effective complaints management. Satisfied customers are your best ambassadors. An unhappy customer will tell friends and colleagues about their experiences, damaging your reputation and often you know nothing about it. Implementing a complaints handling process using ISO 10002 will help you turn unhappy customers into satisfied ones and use their input to improve the experience of future customers. Your customer service processes need to make it simple for your customers to communicate complaints and resolve any issues arising. Complaint management is not about reducing the number of complaints, but taking the information they generate and turning it into an opportunity for improvement. Smart complaint management will help you to improve customer service standards and deliver an effective complaint handling system to differentiate you from your competitors. Auditing by SGS against ISO 10002 Quality Management: Customer Satisfaction demonstrates that your organisation cares about customer feedback and receives, manages and resolves customer complaints effectively. Certification against ISO 10002 will provide your organisation with a high quality and reliable complaint management system, including the following characteristics: Visibility Accessibility Responsiveness Objectivity Confidentiality Customer-focused approach Accountability Continual improvement We can either conduct a gap assessment of your management system against the requirements of ISO 10002 or take you through the full certification process. Our ISO 10002 Foundation Training is designed to provide any organisation with the fundamentals of the ISO 10002 requirements. Contact your local SGS representative for further details. Partner with SGS to improve customer service standards and complaint management with the implementation of ISO 10002.
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ISO 9000 Quality Management Certification Services
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ISO 9000 Quality Management Certification Services
Quality Management ISO 9001 Certification Service
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Quality Management ISO 9001 Certification Service
