Total quality management - tqm
Total quality managementis a popular "quality management" concept.
However, it is about much more than just
assuring product or service quality. TQM is a business philosophy - a way
of doing business. It describes ways to managing people and business processes
to ensure complete customer satisfaction at
every stage. TQM is often associated with the phrase - "doing the right
things right, first time". This revision note summarises the main features
Like mostquality managementconcepts,TQMviews "quality" entirely from
the point of view of "the customer".
All businesses have many types of customer. A customer can be someone "internal"
to the business (e.g. a production employee...