Total Quality Management / TQM is an integrative philosophy of management for continuously improving the quality of products and processes.
TQM is based on the premise that the quality of products and processes is the responsibility of everyone involved with the creation or consumption of the products or services which are offered by an organization, requiring the involvement of management, workforce, suppliers, and customers, to meet or exceed customer expectations.
Cua, McKone, and Schroeder (2001) identified nine common TQM practices:
- cross-functional product design
- process management
- supplier quality management
- customer involvement
- information and feedback
- committed leadership
- strategic planning
- cross-functional training
- employee involvement
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