Developing TQM (Total Quality Management) culture using EFQM (European Foundation of Quality Management) model in Bestnet Ltd.

Content of TQM approach The goal Theory Methodology Practical work The conclusion

The goal (1) The main goal of developing TQM (Total Quality Management) culture in the company is to ensure the fulfilment of customer needs and expectations, even go beyond the expectations.

The goal (2) To find out enterprise’s strengths and fields that need the improvement; To ensure a better position on the market; To ensure enterprise’s bigger certainty of surviving in changeable competition conditions. The formulation of the well-operating team; Encourage the growth, development and profit of the enterprise.

Methodology TQM (Total Quality Management) Self-assessment Their impact to the organization.

TQM (Total Quality Management) Adoption of TQM principles entails satisfaction of all the interested parties (clients, employees, partners, society, owners) and general success of the enterprise.

TQM (Total Quality Management) When chosen TQM as the basic of the enterprise’s management system, the following principles must be implemented in company’s everyday work: Orientation on the results;  Focus on clients; Leadership and unity of goals; The management based on processes and facts; The evolvement and inclusion of the employees; Continuous learning, innovation and improvement; The evolvement of partnership; Responsibility towards the community.

Self-assessment Helps to: Bring out company’s strengts and areas that need the improvement; Get the picture of whole system and notice important; Start and implement new development projects; Ensure enterprise’s systematic development.

Practical work Development of self-assessment method Implementation of the method+ interviews Problematic areas and analysis

Conclusion Results of analysis; Proposals for improvements; Actions taken so far; Future actions.

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