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Total quality management is the strategic approach to quality assurance. This includes planning as well as evaluation, helping turn QA scores from negative to positive through targeted action.
While quality assurance procedures are essential for a business to be productive and deliver memorable services, quality management takes things a step further. This not only helps you flag potential quality issues but also helps you take steps to ensure other issues throughout your business are addressed.
For example, your quality assurance team may realize that calls that end with a recommendation for another product increase the chance that the customer will spend more than they originally planned. This may not be a factor that they are instructed to test for quality assurance, but providing that additional information to management can help change the way employees are trained for the better.
Ideally, the following procedures should be adopted for quality management:
1. Collect data for analysis
2. Analyze your data against your QA criteria
3. Make individual suggestions for quality improvement
4. Improve your overall criteria and approach by suggesting strategic changes
5. Repeat actions that positively impact the customer experience
