TQM
"Total Quality Management" (TQM) is one of several approaches to management a company can choose that focuses on the quality of product and customer satisfaction. The basic concept is not complex. It focuses on the company making a concerted effort to do business in a way that meets their customers' needs and that leads to continual improvement in how they function, to support, maintain, and expand business (Prasad, 2004). It is based on the truism that customers expect to get their money's worth when they purchase a product or service. In the case of a company that produces a product, for example, microchips, that are then used in a different product, such as a computer, TQM concerns itself with both customers, but the customer it sells directly to has first priority in their concerns (Prasad, 2004).
The word "total" emphasizes the idea that the company must be concerned with quality at all levels, and it recognizes that having a reputation for providing value and quality will lead to repeat business, expansion of business,...
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