Total Quality Management

You've heard the words, you've seen the acronym, but you're not so sure it's not just another cliché. Truthfully the words are overused, and the practice is seldom applied. Total Quality, Continuous Improvement, or whatever you wish to call it, is easily defined as "ultimate customer satisfaction", but is more accurately defined as “the process that provides a product or service that fully meets the expectations and requirements of those who purchase or use it”. No more, no less. We at ARC Associates, LLC add one more element to the definition — “...while reducing costs and eliminating company waste”

The next question most often asked is, “What does it cost?” Simply put, quality is free; it costs nothing if properly planned and implemented. Don't be fooled, however. There is an investment — an investment of dollars and human resources. The difference is that a cost is an expenditure of resources whose benefits “decrease” over time. With investment, the situation is reversed. Although the initial expense may have some negative short term financial impact, in the long term there is a substantial increase in benefits that is continually multiplied over time. Many companies assess the value of a TQ investment by determining what the consequences will be of not implementing TQ.

So why does this make sense? Why make the investment? Simple; increased productivity and profitability, an edge over the competition, significantly reduced costs, increased return on investments, improved morale, enhanced company reputation, and too many more benefits to list.

Here's what some of our clients have experienced:

“It wasn't easy. It required a dramatic change in our organization's culture and attitude. The payback is beyond our wildest expectations.”

---D.B., Director of Operations

“I was against TQM from the very beginning. I always thought our service was the best in the industry. Good thing the company didn't listen to me or our competition would have taken our business.”

---C.G., Union Steward

The development and implementation of an effective and efficient TQ plan is unique to each industry and each company. Call us today so we can help you develop a plan customized to your company's structure and needs. You'll be glad you did!