Which statement more accurately describes the total quality management (TQM) approach?

The selected statement accurately captures the essence of the total quality management (TQM) approach. TQM focuses on continuous improvement in all aspects of an organization’s operations, which includes anticipating and preventing issues before they arise. This proactive stance helps to enhance efficiency and effectiveness in processes, leading to higher overall quality in services and products. By identifying potential problems in advance, organizations can implement corrective actions or preventive measures, which can save time and resources while ensuring that customer satisfaction remains a priority.

The other statements do not align with the core principles of TQM. For instance, suggesting that TQM is not applicable for measuring operations and maintenance performance overlooks the fact that operational excellence is a critical component of TQM practices. Similarly, the notion that TQM is only relevant at the conclusion of a service ignores the ongoing nature of quality management, which is aimed at comprehensive improvements throughout the service delivery process. Lastly, limiting the application of TQM to contractors while excluding staff undermines the collaborative nature of TQM, which relies on the participation and contribution of all members within an organization for effective quality management.