Preface
Total quality management (TQM) is an approach to business that looks critically at the products and services a company provides in relation to the processes it employs to create them. It also focuses on the workforce to ensure that outputs fully satisfy customer requirements. Organizations that follow the TQM approach consistently meet or exceed customer requirements. TQM can, therefore, be referred to as a journey with the sky as the limit for excellence.
The first edition of Total Quality Management was written to help students develop a basic appreciation of quality concepts and learn the tools and techniques of TQM. The second edition of the book has now been updated and enlarged to conform to TQM’s goal of continuous improvement. ...
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