Total Quality Management

Introduction: In the early 1980s, a new concept entered managerial discourse: Total Quality Management (TQM). TQM was heralded by governments, major corporations and the business media as the most effective and elegant way out of the economic crisis and into the global market. TQM claimed not to be a set of techniques but a philosophy of management (Sashkin and Kiser, 1993). Some commentators have argued that TQM is little more than an attempt to enhance management's …

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