本文转载自PLY外语学习

Total Quality Management (TQM) is a good way to drive a company towards continuous improvement, and it’s a tightly focused approach that relies on improving the overall quality of the company’s products or services by a noticeable margin. 

全面质量管理（TQM)，是推动公司持续改进的一种很不错的方式，是将精力放在大幅度改善公司的产品或者服务的整体质量上的方法。

Quality control is an integral part of any business, and when TQM is applied, the effort is spread across the entire organization rather than having a dedicated single department for it.

质量控制，是任何企业都不可或缺的一部分，一旦需要运用全面质量管理（TQM)，我们需要努力在整个组织去展开，而不是仅仅在某个专门的部门去展开。

A major part of TQM is aligning the company with the requirements of its customers, and delivering a product that meets them in every way (and exceeds them if the current production resources allow for that). With that in mind, the main driving factor behind implementing TQM should be the requirements of the company’s users.

全面质量管理（TQM)的一个重要部分是：让公司与客户的要求保持一致，并通过各种方式去提供满足客户的要求的产品（如果当前生产资源允许的话，需要超出客户的要求）。有鉴于此，实施全面质量管理（TQM)的主要驱动因素应该是：公司用户的需求。

-01-

Building on Customer Satisfaction

以客户的满意度为基础

It’s a simple relationship understood by every leader – better customer satisfaction leads to better long-term results for the whole company. And obviously, aligning the company’s work towards the common goal of driving up that satisfaction will result in better productivity across the board. 

“以客户的满意度为基础”，这是每个领导者都能够理解的很简单的关系—更好的客户满意度，可以给整个公司带来较好的长期绩效。很明显，把公司的工作与提高满意度的共同目标相协调，会让整个公司的生产效率得以提升。

However, some leaders don’t seem to understand the full implications of integrating customer satisfaction within the organization on such a fundamental level, and an improper application of TQM leads to a situation where you might as well not even be applying TQM at all.

不过，有些领导者似乎并不理解把客户满意度整合到组织内部这一基本层面的全部含义，而不恰当地应用全面质量管理（TQM）会导致不如不去运用全面质量管理（TQM）的情况。

Recording the performance of each product on the market is critical, and the company needs to have good measures in place to ensure that this data can be analyzed as thoroughly as necessary. Once you’ve built up a good data set that covers your whole operation from A to Z, you’ll start to see some patterns between the work of different departments and the final outcome in terms of customer satisfaction. And this leads us to another important point…

在市场上，记录每一种产品的性能很要的，公司需要有良好的措施来确保这些数据能够在必要的时间进行详细的分析。就客户的满意度而言，一旦建立了一个好的数据，涵盖了从头到尾的整个操作，我们就可以开始看到不同部门的工作与最终结果之间的一些方式。这就引出了另一个重要的观点…

-02-

Quality Is Everyone’s Responsibility

质量是每个人的责任

A fundamental difference between TQM and other quality control approaches is in the way it treats failure to meet expectations. In many organizations, dissatisfied customers are usually blamed on specific nodes in the production chain, typically lower on the ladder and closer to the actual production floor.

全面质量管理（TQM）和其他质量控制方法的根本区别在于：处理未能做到期望值的方法。在许多组织中，不满意的客户通常被归咎于生产链中的特定节点，通常是较低的级别和更接近现行的生产车间。

That’s a huge mistake though, and not only does it lead to a decline in productivity and results in the organization, but it can also result in innocent employees being blamed for mistakes that were ultimately the result of mishandled management.

不过，这是一个巨大的错误，不但会导致生产效率的下降，还会导致组织内部业绩的下降，也会导致无辜的员工被指责犯了错，而这实际上最终是由于管理不当所造成的。

The company’s leader is as much at fault when an unsatisfied customer complains as is everyone on the production floor, but only companies with a proper implementation of TQM tend to see things that way. And if the leader doesn’t want to take responsibility when appropriate, this can further drag the whole company down by creating an atmosphere of distrust and lack of loyalty.

当不满意的客户抱怨时，公司的领导和生产车间的每个人一样，都有过错，但只有正确实施全面质量管理（TQM)的公司才会这样去看待问题。如果领导者不想在适当的时候承担责任的话，那么，这会造成不信任和缺乏忠诚度的氛围，进一步拖累整个公司。

-03-

Dissatisfied Customers Ruin the Whole Company

不满意的顾客会毁掉整个公司

And that’s the key detail to learn here – when you allow the company to release products that don’t meet customer expectations, this affects the whole organization, even if the immediate punishment falls on people at the lower levels. With that in mind, the first thing an organization must do after implementing TQM is to come up with a comprehensive list of customer requirements that are to be satisfied, and working on that list. Every action taken by the organization should be aligned with the goal of improving things for its customers.

这是要学习的关键细节-一旦让公司发布不符合客户期望的产品，即便直接惩罚的是较低级别的人员，也会影响到整个组织。有鉴于此，组织在实施全面质量管理（TQM)之后，必须做的第一件事就是：要制定一个完整的客户满意的需求清单，并在为此努力。事实上，组织所采取的每一项行动都应该与为客户改进的目标保持一致。

This might sound like an obvious hint, but you’d be surprised by the number of organizations that miss this point and end up working to satisfy their immediate needs. While this may lead to a brief spike in productivity and market performance, it will ultimately ruin the whole company.

这听起来似乎就是一个明显的提示，但我们应该对许多组织错过了这一点而感到惊讶，到头来，他们的工作只是满足即时的需求而已。虽然，这可能会让生产效率和市场表现短暂上升，但最终还是会毁掉整个公司。

Conclusion

结论

Total Quality Management can be an extremely powerful technique for improving your company’s performance on the market, but if you’re not paying extra attention to the needs of your customers and the way your product meets them (or doesn’t), you’re going to run into huge trouble with the overall productivity of the organization at a later stage.

全面质量管理（TQM)，是提高公司的市场表现的一种强有力的方法。不过，如果没有特别关注客户的需求和产品满足客户需求（或者，产品没有满足客户的需求）的方式，那么，后期，我们会在组织整体生产效率方面遭遇大问题。

资料来源：PLY外语学习

文章编辑：Blean

投稿方式：kaizen@benchmarklean.cn