What is the relationship between TQM implementation and Customer retention?

The Quality Management systems and procedures are known by the theory of quality management, where they have been examined and compiled empirically in measurement studies, as well as in studies aimed at identifying the relationship between QM systems and performance. QM implementation depends on the dedication and passion expressed by top-level management. Through leadership, management is able to implement, practice and champion an organization's long-term goals. The top management is responsible for formulating quality strategies, establishing and allocating quality targets, using resources, problem recognition training, and solving and facilitating changes in the system. In implementing the QM systems, QM value also stresses on customer attention. Consumer focus is simply the degree to which a business is able to reach and surpass customer standards on a sustainable basis, and thus a good company is capable of understanding that customers should be given priority in any decision made and that QM means maintaining an intimate relationship with customers in order to accurately find out their needs and get their answer to how well they are. It is therefore important to include customers at any point of the product design and development process in order to reduce the risk of defects or quality issues in full production. The consumer is a very important component of the manufacturing process, since all goods are aimed at fulfilling their wishes and preferences.

Customer retention has on the other hand become a common term for assessing the quality of products and/or services and how loyal an organization's customers are. Unlike historically when companies focused on retaining customers and increasing their market share as a customer retention strategy, organizations should follow the required customer retention strategy to ensure success, but due to modern globalization, many organizations and markets are finding and achieving competition and being forced to dramatically change how they do business. To thrive and cope with high competition, businesses should meet each customer's demands and expectations.