Their formula for success is very customer oriented.
Managers help a company maintain quality and productivity.
This is an evolution from the early concerns in America for merely producing products and controlling costs. The Japanese have adopted the concept into much of their production environment. The essence of the theory says that quality improvement is good business, bringing defect reduction, productivity gains, and customer satisfaction. Over the past few years, TQM has enjoyed a kind of pop status in the business field. It should be remembered, however, that continuous improvement of an existing product is not the same as innovation or development of a new product.