Total Quality Management

Our Goal

To establish a management approach that accomplishes long-term success through customer satisfaction. The M David Katz Company works with Business Owners, Stakeholders, Management and Personnel to achieve Total Quality Management (TQM), where all members participate in improving the organization’s processes, products, services and culture.

Strategic Level

The M David Katz Company works with Business Owners and Stakeholders to integrate high quality standards into every aspect of the business including the products, services, culture and operations.

To gauge the existing levels of quality and customer satisfaction, a performance analysis and client satisfaction survey often occur.

A Total Quality Management Plan includes some or all of the following:

  • Employee Training
  • Total Employee Involvement
  • Technology Upgrades
  • Fact Based Decision Making (Utilizing Customer Satisfaction Data)
  • Improved Communications

The new standards found within the Total Quality Management Plan should become the core values and principles on which the organization operates and thrives.

Tactical Level

The steps required to achieve Total Quality Management are defined, and performance measures are continuously monitored in order to detect variation. We work with Managers to ensure they practice and promote the highest levels of quality assurance within their teams and functions.

Continually meeting with managers to identify room for improvement drives the organization toward higher levels of customer satisfaction and achieves competitive advantages.

Operational Level

As mentioned above, a successful Total Quality Management Plan promotes total employee involvement. All individuals from the stakeholder level to the customer service personnel work toward the same common goals and standards.

Because management has promoted and provided the appropriate environment, employees are committed to high performance work systems and continual improvement.