Total Quality ManagementTotal quali

Total Quality ManagementTotal quality management (TQM) is a philosophy that stresses three principles for achieving high levels of process performance and quality. These principles are related to (1) customer satisfaction, (2) employee involvement, and (3) continuous improvement in performance. As Figure 3.1 indicates, TQM also involves a number of other important elements. We have covered tools and process analysis techniques useful for process problem solving, redesign, and improvement in Chapter 2. Service or product design and purchasing are covered later in this text. Here, we just focus on the three main principles of TQM.