Total Quality Management

At Prim Automobiles, Emma, the financial controller, notices a problem.

More customers are reporting defects in their cars, leading to higher warranty claims and repair costs. These costs are reducing the company's profits.

Emma reviews customer feedback and identifies a recurring quality problem.

To fix this, she decides to use Total Quality Management (TQM), a management approach that focuses on continuously improving quality with the involvement of all employees.

She brings together workers, supervisors, and management and analyzes the entire process from production to sales.

By involving the team, Emma ensures that everyone takes responsibility for quality.

The team studies the production steps closely and identifies gaps in production and quality checks.

Emma introduces small but clear improvements. She standardizes assembly steps and adds checkpoints during production to catch errors early.

She also holds regular meetings to review results and make further improvements.

Over time, defects decrease, product quality improves, and repair costs decrease.

This is how TQM helps build a culture of quality and continuous improvement.