Total quality management (TQM) is defined as a comprehensive approach dedicated to continuous quality improvement, training, and customer satisfaction. TQM is led by top management and supported throughout the organization. This activity is important because TQM requires hard work, and managers should understand its core principles in order to properly instill and support TQM in their organizations. 1. Employees, suppliers, and customers are all entrusted with decision-making power.
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2. The way to success in business is through continuous, small enhancements to products.
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3. Is driven by strong support at the highest levels of the organization.
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4. The focus is on creating the most value possible for customers.
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5. Assumes that it is better to expend more resources getting something right the first time than to have to engage in costly repairs and reworking after the fact.
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6. Executives and researchers at the corporate level frequently interact with front-line salespeople to garner information on customer and product issues.
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