TQM is a management system for production of a near-flawless product with ownership shared between labor and management. Total Quality Management emphasizes the use of teamwork rather than the top down management. One belief is that poor quality is the result of ineffective systems. The core values of TQM are to focus on everyone in the organization on delivering customer value, and to continuously improve the system and its processes. Total Quality Management values people as the most important resource.
Employees collect data and use science to improve customer value.
IBM has always maintained a reputation for quality products that include both goods and excellent service. Through this quality reputation, IBM has developed many loyal customers. Quality products and excellent service are a driving force for all managers decisions. Empirical research indicates a relationship between culture and quality, and between culture and employee performance. Although ninety percent of major companies have instituted some form of quality improvement programs, two thirds have not been successful.