Total Quality Management

What is Total Quality Management? Quality is not determined or defined by the producing company. Quality is determined by the customer. Thus quality of a product or a service is the customer?s perception of the degree to which the product or service meets his or her expectations. Total Quality Management (TQM) is an approach to improving competitiveness, effectiveness, efficiency and flexibility of the organization in satisfying the customer demands. It is a process that …

…Steven W. Hartley, William Rudelius, Marketing Third Canadian Edition, Richard D. Irwin, 1998 4) W. Edwards Deming, Out of the Crisis, Massachusetts Institute of Technology, Center for Advanced Engineering Study, Cambridge, Mass., 1986 5) Maria Therese Cugno, A Framework For Implementing Multiple Total Quality Management And Continuous Quality Improvement Projects, McGill University, Montreal, Quebec, 1994 6) Total Quality Management, http://www.essayworld.com/members/essays/11/1495.shtml 7) TQM-Providing for a sound business plan and strategy, http://members.tripod.com/fjcm/topics.htm