Total quality management is a new management philosophy that is concerned with sustained ongoing improvement to organisational processes and the outcomes of those processes. It challenges the status quo and insists that everything an enterprise does and how it does it, can be done better – to the greater satisfaction of customers. The history of TQM is outlined and the distinguishing features and fundamental principles behind this paradigm shift in management culture are introduced. The major dimensions and basic approaches to quality are defined and the nature of processes and process variation explained. The article concludes with a description of integrated process management – the TQM model for the future.
Hames, R.D. (1991), "Total Quality Management: The Strategic Advantage", International Journal of Physical Distribution & Logistics Management, Vol. 21 No. 4, pp. 9-14. https://doi.org/10.1108/09600039110144255
MCB UP Ltd
Copyright © 1991, MCB UP Limited