Total Quality Management (TQM) consists of organisation-wide efforts to install and make a permanent climate in which an organisation continuously improves its ability to deliver high quality products and services to customers. TQM is defined as, “A management philosophy and company practices that aim to harness the human and material resources of an organisation in the most effective way to achieve the objectives of the organisation”.
TQM is also defined as, “A management approach of an organisation centred on quality, based on the participation of all its members and aiming at long term success through customer satisfaction and benefits to all members of the organisation and society.”
Islam gives high importance to Quality. There are various aspects of Islam from which we can learn that Islam gives high emphasises on total quality management. First, the biggest living miracle of Islam is the Qur’ān and it is the best example for quality. It is a book which is free from errors or corruption and is completely relevant even after 1430 years of its revelation. Secondly, every act done by Prophet Muhammad (peace and blessings of Allah be to him) was done to ensure quality in the best possible manner. Take the example of making a war strategy, maintaining relationship or construction of the mosque at Madina, all were performed in the best possible manner.
Thirdly, Allah also says in the Qur’ān, “So do not weaken and do not grieve, and you will be superior if you are (true) believers.” (Qur’ān 3:139) The ayat clearly says that in order to be superior, overpower or to be successful one needs to become a true believer. Thus, for Muslims to be superior in the world, we do not need people in huge numbers but we need quality people. Fourthly, during the Battle of Badar, 313 companions overpowered 1000 enemies; it was not the quantity but the quality of the companions which helped them win the battle.
Islam emphasises the importance of good quality and treasures it more than the quantity, because the effect of the good quality from people, even if it is small in quantity, will be great. Also, the large quantity without good quality has very little effect. Allah says in the Qur’ān, “And remember when you were few and oppressed in the land, fearing that people might abduct you, but He sheltered you, supported you with His victory, and provided you with good things that you might be grateful.” (Qur’ān 8:26)
Allah also says in the Qur’ān, “…How many a small company has overcome a large company by permission of Allah…” Both the above ayaat emphasise that quantity is not important to be victorious but what is important is quality.
Prophet Muhammad (peace and blessings of Allah be to him) said, “It is near that the nations will call one another against you just as the eaters call one another to their dishes.” Somebody asked, “Is this because we will be few in numbers that day?” He said, “Nay, but that day you shall be numerous, but you will be like the foam of the sea, and Allah will take the fear of you away from your enemies and will place weakness into your hearts.” Somebody asked, “What is this weakness?” He said, “The love of the world and the dislike of death.” (Abu Dawood) Thus, the hadith clearly states that the Muslims will face problems in the world in spite of being in huge number but what will lack is the quality and not the quantity. Thus, Prophet Muhammad (peace and blessings of Allah be to him) emphasised on the importance of making his companions of high quality with teaching and purification. These people, who had strong faith and good character, overcame the majority of the people who were on the side of falsehood.
Comprehensively, Islam prefers quality to quantity. On the other hand, Islam gives certain principles, rules and regulations to achieve total quality in our individual and social life at various levels. The following are the various aspects of Total Quality Management which Islam has to offer:
QUALITY IN INTENTIONS
Prophet Muhammad (peace and blessings of Allah be to him) said, “Verily actions are by intentions, and for every person is what he intended.” (Bukhari) Intentions are in actuality, the mission statement of our actions. We intend to achieve something, abstract or concrete, but there is always a foundation on which we pile our actions.
Intentions draw a fine line between faith and hypocrisy, and because they are only completely and truly known to Allah, they are our true test of faith. In order to have good intentions, one should ascertain who he is, should be sincere and honest with himself, should be critical of his thoughts, words and deeds, should mean what he says, should be clear minded and refrain from deceiving oneself by dwelling in denial, should question oneself on his thoughts and align the actions which please Allah, should read the Qur’ān regularly to remind oneself about what his intentions should actually be and make them powerful, etc.
QUALITY IN PRAYERS
Allah says in the Qur’ān, “They who are during their prayer humbly submissive.” (Qur’ān 23:2) The ayat emphasises humbleness in Salah, to make it a quality one. The spirit of Salah is that the slave should be in awe of his Master, he should pray to Him in lowly tones, and should express his helplessness and obedience before Him. In reality, humbleness comes from the heart. And when there is humbleness, in the heart, then this condition will also affect the body, that the eyes will be lowered, the voice will be low, the attention will be towards Allah only and the Salah will be performed with tranquillity and satisfaction in a dignified way. Allah also says in the Qur’ān, “And they who carefully maintain their prayers.” (Qur’ān 23:9) The ayat talks about maintaining the Salah, which refers to offering it on time, to offer it in the way shown by the Prophet (peace and blessings of Allah be to him) and also includes all the conditions and etiquette concerning Salah.
Prophet Muhammad (peace and blessings of Allah be to him) has also said, “Excellence is to worship Allah as if you see Him, and if you do not achieve this state of devotion, then (take it for granted that) Allah sees you.” (Bukhari) The hadith mentions another aspect of Salah to enhance its quality and that is to be conscious that you are seeing Allah and if that is not possible then you should imagine that Allah is seeing you.
There are many other hadiths which give various guidelines to have a quality Salah. Prophet Muhammad (peace and blessings of Allah be to him) said, “The best of the prayer lines for men are the first rows, the worst being the final rows….” (Muslim) “The most beloved of deeds, according to Allah, are the prayer in its right time….” (Bukhari and Muslim) “The best prayer is that with the longest standing.” (Muslim) “The best of you are those with the softest shoulders during prayer.” (Bayhaqi and Hasan) “The best of all deeds is the Prayer at its earliest time.” (Tirmidhi)
On the other hand, Allah also gives a test in the Qur’ān to check where the Salah is of the required quality or not and whether it is fulfilling the basic purpose or not. Allah says in the Qur’ān, “…Indeed, prayer prohibits immorality and wrongdoing….” (Qur’ān 29:45). Thus, the ayat states that Salah prohibits one from immoral and wrong acts, if Salah is stopping him from that then his Salah is of the desired quality and if it is not stopping him from those acts then there is some problem in the quality.
The benefits of the five daily mandatory prayers can only be achieved when the quality level is as per the prescribed criteria set by Allah. In order to have quality prayer one should have a strong desire to do what is obligatory, cut down on external distractions, read material which will increase one’s knowledge, take a few minutes to relax before Salah, read about the passion of the companions during Salah, don’t be lazy, be sincere, offer Salah at the earliest stated time, be conscious that you are going before the Lord of the Worlds and always remember that it is a gift from Allah and you need to show how much you love it.
QUALITY IN CHARACTER
Islam gives various guidelines for having the best character. Prophet Muhammad (peace and blessings of Allah be to him) said, “The best of people are those with the most excellent character.” (Tabarani) Thus, the hadīth speaks about having a character of the best quality. This hadīth is also supplemented with various other hadīths which speak about having a character of the best quality. Prophet Muhammed (peace and blessings of Allah be to him) said, “The best of people are those that bring most benefit to the rest of mankind.” (Daraqutni and Hasan)
“The best of people are those who are best in fulfilling (rights).” (Ibn Majah). “The best of you are those who are best to their families, and I am the best of you to my family.” (Tirmidhi) “The best of you are those who feed others and return greetings.” (Hasan) “The best of you are those who are best to their wives.” (Tirmidhi) “The best of all deeds is that you bring happiness to your Muslim brother, pay off his debt or feed him bread.” (Ibn Adiyy and Hasan).
“The best of you are those who are best in paying off their debts.” (Tahawi and Sahih). Thus, all the above mentioned hadīths give a comprehensive idea as to how Islam emphasises on having a quality character.
QUALITY IN LOVE
Allah says in the Qur’ān, “Say, (O Muhammad), ‘If you should love Allah, then follow me, (so) Allah will love you and forgive you your sins. And Allah is Forgiving and Merciful’.” (Qur’ān 3:31). From this ayat we can learn that, it is an obligation to love the Prophet (peace and blessings of Allah be to him); it means to obey him, to remember him, to follow his example, and to be proud of him as Allah is proud of him. Love of the Prophet (peace and blessings of Allah be to him) is what differentiates the believers in the perfection of their belief.
The Prophet Muhammad (peace and blessings of Allah be to him) has also said, “None of you will have faith till he loves me more than his father, his children and all mankind.” (Bukhari) The hadīth explains that the highest love one should have is towards the Prophet (peace and blessings of Allah be to him) than his father, children and mankind and this is considered the love of the best quality.
Islam also encourages its followers to display love of the best quality towards their fellow beings. Prophet Muhammad (peace and blessings of Allah be to him) said, “None of you will truly believe until you love for your brother what you love for yourself.” (Ibn Majah) We all have our own way of loving one another but the best way to love is the way of loving for him what you love for yourself.
Islam also teaches various methods through which love between people can increase, such as saying Salam and giving gifts as well as avoiding suspicion, gossiping, backbiting, blaming, etc.
QUALITY IN COMMUNICATION
Islam wants people to always use good words. Prophet Muhammad (peace and blessings of Allah be to him) said, “The best of the Muslims is he from whose hand and tongue the Muslims are safe.” (Muslim) He has also said, “Whoever can guarantee (the chastity of) what is between his two jaw-bones and what is between his two legs (i.e. his tongue and his private parts), I guarantee Paradise for him.” (Bukhari) Thus, both the above mentioned hadīths emphasise the importance of quality communication, which can lead people to the Paradise.
Islam gives certain guidelines so that one can have quality communication. It states to start communication with the greeting of peace, to make right use of the tongue, to speak the truth, to have moderation in tone, to use simple and concise words, to confirm with the authenticity of the information, to speak justly, to smile, to shake hands, etc. Islam also commands people to avoid careless talks, arguments, lying, backbiting, taunting, speaking harshly, abusing, cursing, vulgar talk and whispering (when more than two persons are present), etc.
QUALITY IN LEARNING
Gaining knowledge is very important in Islam. Prophet Muhammad (peace and blessings of Allah be to him) said, “Seeking knowledge is a duty on every Muslim.” (Bukhari) He also said, “Acquire knowledge and impart it to the people.” (Muslim) The first two hadīths speak about the importance of acquiring and imparting knowledge. But the Prophet has also said, “The best of you are those who learn the Qur’ān and teach it.” (Darimi) Thus, the best knowledge and learning is from the Qur’ān. If one wants to gain quality knowledge then he has to approach the Qur’ān.
Ultimately, every Muslim should strive to become a quality Muslim, as it will help him in this world and in the hereafter. One should strive to become a quality Muslim, spiritually, mentally, economically, socially, personally and physically. If one wants to become a quality Muslim, he has to emulate the example of Prophet Muhammed (peace and blessings of Allah be to him) in every aspect of his life as in the Prophet is the best example.