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Total quality management (TQM)

Total quality management (TQM) is a management philosophy that asks all of a company’s employees to work together to improve product quality and customer satisfaction. It is based on the following practices.

  • Understanding employee and customer needs (using surveys, discussion groups, interviews or other means).
  • Designing products and services that meet or exceed customer expectations while being easy to make and use.
  • Using an operational process that predicts and prevents or reduces errors.
  • Verifying and measuring results and using this data to improve the system.
  • Working constantly to improve products and services.
  • Applying improvements to the entire supply chain, from suppliers of raw materials to distribution.