A FRAMEWORK FOR DEFINING TOTAL QUALITY MANAGEMENT

Abstract

Total Quality Management (TQM), this framework proposes, can be achieved only when the organization develops the ability to cater to customers' needs, monitor the internal and external environments on an ongoing basis to obtain and disseminate information needed by empowered group decision makers, establish and maintain an atmosphere where there is strong vertical and horizontal communication, collaboration, and cooperation among individuals in internal units, as well as among individuals in external units, develop and maintain a bond and a “sense of ownership” among employees; and develop and maintain ongoing training programs.

Citation

Rodrigues, C.A. (1995), "A FRAMEWORK FOR DEFINING TOTAL QUALITY MANAGEMENT", Competitiveness Review, Vol. 5 No. 2, pp. 32-47. https://doi.org/10.1108/eb060192