What is Total Quality Management?
- Total – everyone in the organization is involved in creating and maintaining the quality of the services and products offered.
- Quality – the organization through individual and collective actions focuses on meeting customer needs, recognizing that customer perception identifies quality.
- Management – in managing the system, the emphasis lies on continuously improving the system in order to achieve the best results.
Donald (2003) defined TQM as “a systematic process which focuses on understanding customer needs and improving customer services”.
According to Jurow and Barnard (1993) TQM is “a system of continuous improvement employing participative management and centered on the needs of customers”.
According to British Standards BS 7850, Total quality management (TQM) is a management philosophy embracing all activities through which the needs of the customer and the community, and the objectives of the organization are satisfied in the most efficient and cost effective way by maximizing the potential of all employees in a continuing drive for improvement.