What is the primary reason for adopting a total quality management system?

The primary reason for adopting a total quality management (TQM) system is to improve customer satisfaction. TQM focuses on continuous improvement in all aspects of an organization, aiming to enhance the quality of products and services. By adopting TQM principles, organizations seek to meet and exceed customer expectations, which leads to higher customer satisfaction levels. Achieving this often involves incorporating customer feedback into product development and ensuring that all employees are committed to maintaining high-quality standards in their work.

While reducing operational costs, increasing employee productivity, and streamlining production processes can be beneficial outcomes of implementing TQM, these are secondary to the fundamental goal of boosting customer satisfaction. A satisfied customer is more likely to become a repeat customer and to recommend the business to others, which ultimately supports the organization's long-term success.