Mr. Wisnosky stated that without this basic underpinning, BPR and TQM are likely to fail. Total Quality Management involves People, Process, and Technology, he said, and he reminded the audience that organizations don't manage quality, people do. TQM managers must create the environment for people to do their jobs. Processes should be viewed through their outputs or outcomes. Internal processes are operational, management, or support.
External processes are trans-organizational.
They link, influence, and create synergy within the organization. Technology is the enabler of process and quality improvement.