Total Quality Management, or TQM, is both a philosophy and a set of guiding principals that represent the foundation of a continually improving organization. TQM is the application of quantitative methods and human resources to improve the material and services supplied to an organization, all the processes within the organization, and the degree to which the needs of the customer are met, now and in the future. TQM integrates fundamental management techniques, existing improvement efforts, and technical tools under a disciplined approach focused on continual improvement [G3 Solutions, 2006]. TQM is a philosophy that involves everyone in an organization and in a continual effort to improve quality and achieve customer satisfaction [William J. Stevenson, 2005].
TQM Approachs
- Find out what the customer wants
- Design a product or service that meets or exceeds customer wants
- Design processes that facilitates doing the job right at the first time
- Keep track of results
- Extend these concepts to suppliers
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