In order to be competitive companies must provide customers with quality products and services in a fast, responsive manner. Innovative, customer‐driven organizations are more likely to succeed. Total quality management (TQM) is a management approach which requires innovation, employee participation, and rapid response to meet the changing needs of the customer. The establishment of the Malcolm Baldrige National Award in 1987 and Deming′s management philosophy have both contributed significantly to organizations′ awareness of the use of TQM as a key element in strategic planning for competitivemess in the current global environment. Discusses the Malcolm Baldrige Award criteria and the tools which management must employ in order to implement TQM.
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