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Philosophy of Total Quality Management
May 7, 2012 06:23
Philosophy of TQM A key characteristic of TQM is that of correcting quality problems at the source as opposed to inspecting the final product for defects. It engages the whole organization, i.e. from the top level managers to the subordinate staff, with the main emphasis on customer satisfaction, i.e. quality is customer driven. Total quality management is based on three principles: customer satisfaction, employee empowerment and continuous improvement in quality. It also involves benchmarking, product and service design, purchasing, and problem solving tools. Customer Focus One definition of quality is the meeting or exceeding customer expectations. This means that the goal of TQM is to identify and then meet t...
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