The PDSA (Plan-Do-Study-Act) Technique for Quality Improvement
What is the PDSA Technique ? The PDSA or the Plan-Do-Study-Act technique is a famous QI or Quality Improvement Tool or Initiative that helps organizations enhance the quality of their products and services. The PDSA technique hinges on the iterative process wherein each cycle begins with planning the quality improvement, actualizing the method or the…
What is Kaizen? – The 5 S Approach
“Kaizen” refers to a Japanese word which means “improvement” or “change for the better”. Kaizen is defined as a continuous effort by each and every employee (from the CEO to field staff) to ensure improvement of all processes and systems of a particular organization. Work for a Japanese company and you would soon realize how…
Total Quality Management Models
Total Quality Management is a combined effort of both top level management as well as employees of an organization to formulate effective strategies and policies to deliver high quality products which not only meet but also exceed customer satisfaction. Total Quality management enables employees to focus on quality than quantity and strive hard to excel…
Total Quality management refers to a continuous effort of management along with the employees of a particular organization to improve the quality of products and services.
Businesses need to emphasize on quality of their products rather than quantity to survive the fierce competition.
Remember in today’s scenario, there is no dearth of competitors in the market. Why would a customer return to your organization if you do not deliver what you had promised him initially? You can fool someone once but not twice. Quality is an important parameter for every business and should not be ignored at any cost.
Total Quality management works on a very simple principle:
The responsibility of delivering quality products and services to customers lies on the shoulders of every single individual who is even remotely associated with the organization. It is not only the management but also employees irrespective of their designation, suppliers, clients, customers who need to come up with improvement ideas to make foolproof systems and processes to deliver quality products which meet and exceed the expectations of end- users.
Customers play an important role in total quality management.
Before we proceed further, let me ask you a very simple question.
What is the basic difference between a successful and an unsuccessful business?
A business is successful only when its products and services have enough buyers in the market. Yes there are several other parameters also but customers play a crucial role in deciding the success and failure of an organization. Business marketers need to focus on their end-users and what exactly they expect from their organization.
Customer feedbacks should be regularly and carefully monitored before formulating any major business strategy. How can you ignore your customers who pay for your products which eventually bring revenues to your organization and yield higher profits?
Total quality management ensures that employees understand their target customers well before making any changes in the processes and systems to deliver superior quality products for better customer satisfaction. Infact, organizations introduce total quality management or any other quality management process to increase their customer base and levels of customer satisfaction.
Total Quality management increases an organization’s database of loyal customers who would not go anywhere, no matter what. Believe me, without customers a business can’t even exist.
Quality of a product is not defined only in terms of its durability, packaging, reliability, timely delivery and so on but also a customer’s overall experience with the organization. Remember customer dissatisfaction leads to loss of business.
In service industry, employees need to interact with the customers sensibly and with utmost care and professionalism to expect happy and loyal customers. Design various feedback forms for the customers for them to share what they feel about your products and services. The feedbacks may be in favour of your organization, may not be in favour of your business.
Negative comments or feedbacks of the customers should not be ignored. As a part of total quality management, employees should sit on a common platform, brainstorm ideas and come to concrete solutions which would improve the systems and processes to eventually delivery what the customer expects. No amount of total quality management would help if you ignore your customers.
In case of physical products, customers are satisfied when the products are:
In case of service industry customers are satisfied only when:
Article Written by
Himanshu Juneja, the founder of Management Study Guide (MSG), is a commerce graduate from Delhi University and an MBA holder from the esteemed Institute of Management Technology (IMT). He has always been someone deeply rooted in academic excellence and driven by a relentless desire to create value. Recently, he was honored with the “Most Aspiring Entrepreneur and Management Coach of 2025 (Blindwink Awards 2025)” award, a testament to his hard work, vision, and the value MSG continues to deliver to the global community.
Article Written by
Himanshu Juneja, the founder of Management Study Guide (MSG), is a commerce graduate from Delhi University and an MBA holder from the esteemed Institute of Management Technology (IMT). He has always been someone deeply rooted in academic excellence and driven by a relentless desire to create value. Recently, he was honored with the “Most Aspiring Entrepreneur and Management Coach of 2025 (Blindwink Awards 2025)” award, a testament to his hard work, vision, and the value MSG continues to deliver to the global community.
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The PDSA (Plan-Do-Study-Act) Technique for Quality Improvement
April 3, 2025
