Total Quality Management
Article Index
Total Quality Management
Expert Opinion
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Total Quality Management (TQM) is a management philosophy and operating approach that aims to consistently exceed the current and future expectations of all stakeholders (i.e., customers, employees, shareholders and the community). TQM is based on continuous improvement in all processes, goods and services, as a result of the creative involvement of all stakeholders.


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The Stage

In today’s business world, quality management is a key competitive issue. The delivery of products and services that meet specifications and are “fit for purpose” has become a basic requirement of customers. However, customers increasingly want much more than basic quality. These escalating expectations are cross-sectoral. Whilst higher expectations began in manufacturing and are associated with manufactured products, they now apply to all sectors including the service industry, government agencies and even charitable organisations. To meet these higher expectations there are tools, techniques and methodologies, which when integrated together are powerful drivers of organisational change. Total Quality Management (TQM) provides this integrated approach. When applied, with strong leadership support, TQM leads to continuous improvement in managements systems, processes, products and services, and results in delighted customers and stakeholders.

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