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The concept of quality is a commonly used concept among people. However, today few people analyze and evaluate this concept. On the other hand, quality should be seen not just as a simple technical method, but as a company management tool aimed at satisfying the company's customers and increasing the efficiency of all units within the company. It is understood that at the core of this perception of quality today is the ability of the produced goods and services to respond to the desires of consumers or customers.
These days, quality, briefly known as "degree of fitness for purpose," used to be expressed as "conformity to standards." However, with the changing and developing consumer wants and expectations over time, it began to be defined as "fitness for use." Along with this, consumer needs are divided into two as open and hidden needs, and this definition emerged with the hidden wants and expectations of the consumer finding a place in this definition. In light of these definitions, with the importance it has gained today, quality should be evaluated for companies together with a product's performance, features, reliability, conformity to standards, durability, aesthetics, and perceptibility, and its importance for strategy should be understood.
Because quality has become an indispensable element for the entire society with its contribution to productivity and cost on one hand, and on the other hand, with all employees including managers gaining qualifications or specialization, and its contribution to health, education, culture, and moral values. To explain briefly, quality appears as an indicator of companies' competitive strength in intense competition and carries the characteristic of being an important concept for companies' continuous success and survival in a destructive competitive environment. Quality, which helps employees achieve personal success by providing job satisfaction, is also seen as a motivation element due to this feature. In addition to this, quality is a tool that contributes to the development of "social responsibility" awareness for companies. Therefore, quality, which was previously a concept used only in product inspection, was later evaluated as a "strategic tool." In this regard, the concept of Total Quality Management (TQM) emerged.
Company quality score expression is generally a criterion that evaluates the quality performance of a business or company. However, this scoring system and the criteria used vary according to different sources and industries. A company quality score is usually calculated based on various factors. These factors may include elements such as product quality, service quality, customer satisfaction, delivery times, occupational health and safety, and compliance with quality management systems. Each factor is usually calculated and made part of the scoring system. Company quality score provides information about a business's quality performance to customers, suppliers, and other stakeholders. This scoring system is done to make comparisons and evaluate businesses' quality levels. Along with this, it offers a way for businesses to track their own quality performance, identify weak areas, and set targets for continuous improvement.
Company quality scoring is also related to industry standards, quality management systems, and quality certification processes. For example, the ISO 9001 standard is an international standard used to certify and evaluate a business's quality management system. Such a certification process can be used to document a business's quality performance and give confidence to customers. As a result, company quality score is a scale that evaluates a business's quality performance. This scoring system is calculated by combining various factors and offers businesses a way to track quality levels, make comparisons, and set targets for continuous improvement. However, the scoring system and criteria used show some variations according to business and industry.
Companies ensure customer satisfaction by doing special work on this and also plan for their companies to function better and produce results. That's why quality score is important for companies. Customers can also act accordingly and guide customers by giving them certain ideas. Quality score also brings various audits. The successes of companies acting in this direction can also be affected in this way. Along with this, certain systems and philosophies have been developed on a management basis. By making breakthroughs in this direction, thought structures have been created that will affect each of the management units and examine the movements of these managements. The most important and noteworthy of these is Total Quality Management.
Some researchers explain Total Quality Management (TQM) by highlighting certain elements and interpret it accordingly. Along with this, some researchers define it as a combination of strong leadership, participatory management, and teamwork. TQM means customer satisfaction for many people. In other words, it is satisfying everyone who has an interest in an organization's success. TQM in its broad sense is the modern management form created within products and services by improving the results obtained from the business with the aim of fully developing products and services at all steps, increasing customer satisfaction, and creating customer loyalty, also considering customer expectations. The common point of these definitions is a customer-focused target. That is, it is defined as a modern management thought and philosophy that requires everyone's participation, foresees the development and change of employees, processes, and systems under the leadership and responsibility of senior management.
Management System and Technical System
TQM mainly consists of two different dimensions. The first of these is the technical dimension of the system. The other is the management dimension of the system. In other words, Total Quality Management is formed by the combination of two dimensions, namely management system and technical system. In this direction, the technical system covers quality assurance in product design, planning and design of manufacturing or service production processes, control of production inputs, and initial and final products, and includes many methods. The management system, on the other hand, focuses on the relationships between planning, organization, control, and human resources management together with quality assurance. On this subject, the philosophy of TQM, the human approach style, and the belief and support of senior units come to the fore. According to TQM, the objectives are gathered under the following headings in general terms;
Preventing waste
On the other hand, the fundamental elements and features of TQM are listed as follows;
In TQM, objectives are determined jointly. Communication must continuously develop and change based on the progress recorded in the process of achieving these objectives, the difficulties encountered, and possible changes that can be made in the objectives, and employee participation in decisions should be ensured. Thus, teamwork develops in companies and the spirit of solidarity among employees comes to the fore. Along with this, employees' satisfaction level rises and the organization's development accelerates. Considering these features, TQM's thought foundations are formed with seven items;
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