TOTAL QUALITY MANAGEMENT, TQM
An entirely integrated effort to achieve customer satisfaction
Marketplace focus
Disciplined approach
Organization-wide process
It improves performance
- Secures incremental improvements
- Encourages breakthroughs
- Uses structured improvement techniques
It satisfies organizational goals
- Mission
- Vision
- Annual goals
What the process is used to change?
- Leadership practices
- Current technology inflexible
- Customers & suppliers excluded
- Short horizons
- Failures of cooperation
- Inflexible organization
- Steep hierarchy
- System vs. individual
- Leadership of processes
- Benchmarking
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