What are the two main types of quality mentioned in TQM?

The concept of Total Quality Management (TQM) emphasizes the continuous improvement of processes, products, and services to enhance customer satisfaction. Among the various aspects of quality, product quality and process quality are recognized as the two main types.

Product quality refers to the characteristics and features of a product that meet customer expectations and requirements. This includes attributes like durability, reliability, and performance. Ensuring high product quality is essential because it directly influences customer satisfaction and loyalty.

Process quality, on the other hand, pertains to the effectiveness and efficiency of the processes involved in creating and delivering products or services. It focuses on how well the processes function, including aspects like consistency, optimization, and waste reduction. High process quality ensures that organizations can produce products efficiently and maintain consistent standards.

By distinguishing between these two types of quality, organizations can implement strategies that simultaneously enhance both the products they offer and the processes they use to create them. This dual focus is central to achieving the overarching goals of TQM, which include improved customer satisfaction, reduced costs, and increased organizational performance.