It is a corporate business management philosophy which recognizes that customer needs and business goals are inseparable. It is applicable with both industry and commerce.
During the mid 1980s, the term total quality management (TQM) was introduced in North America. Many of its elements are rooted in theories and practices of its management that were developed in the USA.
Problems arise primarily from imperfect processes, not from imperfect people. Quality problem are primarily management problems because only management has the power to change work process.
The TQM approach embodies both management principles and quality concepts, including customer focus, empowerment of people, leadership, strategic planning, improvement and process management.
According to a survey of manufacturing firms in Georgia, the benefits of TQM are improved quality, employee participation, teamwork, working relationship, customer satisfaction, employee satisfaction, productivity, communication, profitability, and market share (TQM’s Human Resource Component, Quality Progress (February 2000):55-58)
The concept of Total Quality Management
