10.5 TOTAL QUALITY MANAGEMENT AND LEARNING ORGANISATION
Total quality management (TQM) is both a philosophy and a set of guiding principles that represent the foundation of a continuously improving organisation or a learning organisation. TQM is the application of quantitative methods and human resources to improve the materials and services supplied to an organisation, all the processes within an organisation, and the degree to which the needs of customers are met, now and in future. TQM integrates fundamental management techniques, existing improvement efforts, and technical tools under a disciplined approach focused on continuous improvement.
Definitions could differ but essentially total quality management comprises the following elements ...
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