Reprinted from Information
Systems Management, Auerbach Publications
Total quality management
is a commitment to the continuous improvement of work processes with the goal
of satisfying internal and external customers.
It’s the customer that matters in TQM; the process is only the means to
satisfying the customer.
|
C
|
ustomers are only satisfied if their requirements are
consistently met. To be competitive, we
must meet these requirements in a timely and cost effective manner. TQM provides the organizational focus and
mind set, as well as specific tools and techniques, to ensure meeting customer
requirements, first time and every time.
A key principle of TQM is intense focus on customers and
their satisfaction. What does this mean
and how do we go about accomplishing it?
We can use three principles in creating this focus.....more
No comments:
Post a Comment