Total Quality Management for Improving Services of Information Technology-Based Organizations

In order to meet the ever-growing demands of customers and keep up with the changing trends in information technology, it is important for organizations to adopt a Total Quality Management (TQM) system. TQM is a management approach that focuses on continuous improvement and customer satisfaction. In this blog post, we will discuss the various benefits that organizations can enjoy by implementing a TQM system.

What is Total Quality Management?

Total Quality Management (TQM) is a management approach that seeks to improve the quality of services provided by an organization. TQM is based on the principle that all members of an organization, from senior management to frontline staff, are responsible for providing quality services. TQM aims to improve the quality of services by using a variety of tools and techniques, such as process improvement, quality control, and employee training.

Principles of Total Quality Management

There are eight principles of TQM that organizations should follow:

  1. Customer focus – Organizations should understand the needs and expectations of their customers and strive to meet or exceed them.
  2. Total employee involvement – Everyone in the organization should be involved in improving the quality of services.
  3. Process-centered – Organizations should focus on improving their processes and procedures.
  4. Integrated system – Organizations should develop an integrated system that includes all aspects of the organization, from suppliers to customers.
  5. Strategic and systematic approach – Organizations should adopt a strategic and systematic approach to quality improvement.
  6. Continual improvement – Organizations should continually strive to improve the quality of their services.
  7. Factual approach to decision-making – Organizations should use data and facts to make decisions.
  8. Mutually beneficial supplier relationships – Organizations should develop mutually beneficial relationships with their suppliers.

Why is it Necessary for IT-Based Organizations to Have a TQM in Place?

The quality of services provided by information technology (IT) based organizations has a direct impact on the success of businesses. In today’s world, customers are more demanding and have higher expectations for the quality of service they receive. In order to meet these demands, IT-based organizations must have a TQM system in place. Additionally, the ever-changing landscape of information technology requires organizations to continuously improve their services. TQM provides a framework for organizations to identify and implement changes that will improve the quality of their services.

How IT-Based Organizations Can Benefit from TQM?

There are many benefits that IT-based organizations can realize by implementing a TQM system. Some of the most notable benefits include:

  1. Improved organizational efficiency: One of the main goals of TQM is to eliminate waste and maximize resources within an organization. In IT-based organizations, this can lead to more streamlined operations and improved utilization of existing infrastructure and personnel.
  2. Enhanced customer satisfaction: By ensuring that all processes are aligned with customer needs and expectations, TQM can help IT-based organizations to better meet the needs of their customers. This, in turn, can lead to improved customer satisfaction levels.
  3. Increased competitiveness: Implementing a TQM system can give IT-based organizations a competitive edge by helping them to improve their processes and products while also reducing costs.
  4. Improved employee morale: TQM systems often place a strong emphasis on employee involvement and empowerment. This can lead to improved employee morale and motivation, which can further improve organizational efficiency and competitiveness.
  5. Greater flexibility: TQM systems are designed to be adaptable and flexible, allowing organizations to quickly respond to changing customer needs and market conditions. This can give IT-based organizations a significant advantage in today’s ever-changing business environment.

How Can You Implement a TQM System in Your IT Business?

There are a number of steps that you can take to implement a TQM system in your IT business:

  1. Define your organization’s goals and objectives: The first step is to clearly define the goals and objectives of your organization. This will provide a framework for the implementation of your TQM system.
  2. Identify your customers: The next step is to identify your target customers and their specific needs and expectations. This information will be critical in designing a TQM system that meets their needs.
  3. Analyze your current processes: Once you have identified your goals and customers, you need to analyze your current processes to see where improvements can be made. This analysis will help you to identify areas of waste and inefficiency that need to be addressed.
  4. Implement process improvements: Based on your analysis, you can then begin to implement process improvements to streamline operations and improve quality. These improvements should be designed to meet the specific needs of your customers.
  5. Establish quality control procedures: In order to ensure that your processes are effective, you need to establish quality control procedures. This will help you to monitor process performance and make necessary adjustments to maintain quality.
  6. Continuously monitor and improve: The final step is to continuously monitor your process performance and make improvements as needed. TQM is an ongoing journey, not a destination, so it is important to always be looking for ways to improve.

By following these steps, you can implement a TQM system in your IT business that will help you to improve quality and competitiveness.

What is ISO 9001 Certification?

ISO 9001 certification is a formal recognition that an organization’s quality management system meets the requirements of the ISO 9001 standard. ISO 9001 is a globally recognized standard that provides a framework for developing and implementing a quality management system. The certification requires that an organization’s quality management system be regularly audited by an independent third party to ensure it continues to meet the ISO 9001 requirements.

How is ISO 9001 Certification Related to Total Quality Management?

Organizations that are ISO 9001 certified to have a quality management system in place that meets international standards. Total quality management (TQM) is a business philosophy that emphasizes the continual improvement of products and services. TQM has been shown to be an effective way to improve quality in organizations.

There are many similarities between ISO 9001 and TQM. Both ISO 9001 and TQM place an emphasis on quality control and continual improvement. ISO 9001 is a set of standards that organizations must follow in order to be certified, while TQM is a philosophy or approach that organizations can choose to adopt. Certification to ISO 9001 can be seen as a way to show commitment to TQM.



In order to ensure optimal quality in services rendered by information technology-based organizations, it is important to implement Total Quality Management principles and strategies. TQM provides a comprehensive and structured approach to quality improvement, which can help organizations to achieve their quality goals. By systematically assessing all aspects of the organization’s operations, TQM can identify opportunities for improvement and implement solutions that lead to tangible results. When properly implemented, TQM can help IT-based organizations to improve their overall performance and deliver superior services to their clients.

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By Shikha

Shikha is a Senior Digital Marketer. With 8+ years of experience in public relations and marketing, she loves talking about content creation, SEO, ORM Services.