TQM, a set of management practices geared to ensure customer requirements are consistently exceeded, strives to ensure quality in all aspects of the company's operations, with customer satisfaction seen as the highest priority.  The approach focuses on continuous improvement in all aspects of the company's operations and process, and as a result, consistent quality of product – a key aspect of achieving customer satisfaction.  

The process also aims for an increased throughput of vehicles and a decreased delivery lead time for customers, as well as striving for zero defects through a ‘right first time’ ethos.  

Discussing the important aspects of TQM, Steve Stanger, Group Operations director at Paragon commented:  'TQM places strong focus on continuous improvement of our processes and in turn, improves quality of product- generating customer satisfaction.  Setting the high standards of the TQM process will not only help ensure quality for our customers, but also cost and production efficiency for Paragon.'

A feature of TQM is the implementation of Quality Assurance (QA) checkpoints, as well as a sophisticated reporting and feedback process.  Paragon has installed QA checks at several points of process at its workshops including panel preparation, paint preparation, polish, trim re-fit and final workshop check.  Important data is collected and analysed from these areas so errors can be identified and then corrected, helping to find ways for improvement.   

This reporting and feedback process involves delegating different responsibilities to all members of staff at Paragon to ensure accurate data is collected, as well as their participation and dedication to ensure errors are rectified in future.

Steve Stanger concluded:  'It’s not simply a management philosophy to us.  A successful TQM environment requires a committed and well-trained work force that participates fully in quality improvement activities, education and training.  Establishing continuous improvement as a way of life within the business will help drive the ethos that quality is everyone’s responsibility.'