Total Quality Managemet (TQM): Implementation and Common Pitfalls

Darrell W. Bother, Thomas Li-Ping Tang

Abstract


This paper examines the concept of Total Quality Management (TQM), various implementation procedures, and common pitfalls. TQM means that the organization’s culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques, and training. TQM can be regarded as a continuous, customer-centered, employee-driven improvement and is embedded in the organization’s culture. If not implemented properly, TQM often leads to the alienation of the workforce and decreased customer satisfaction. We also examine issues related to the quality of products and services, employee satisfaction, customer satisfaction, and creating a “win-win” situation for the organization’s stakeholders.

Keywords


Total Quality Management (TQM);Pitfalls;Customer Satisfaction;Employee Satisfaction

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