This week, we will just touch on the basics. In future columns, I will add a few more pieces of the puzzle. In summary, TQM is a style of doing things to consistently meet or exceed your customers' expectations. It is never static. An organization committed to TQM is, by necessity, also committed to continuous improvement.
Successful organizations exist to serve their customers.
This means that you are courting disaster if you manage your organization the way you think it should be managed without consideration of what your customers think. TQM has a lot to do with listening to your customer. TQM companies are committed to consistently delivering the highest value for the customer at the lowest cost. Just imagine for a moment what commitment to TQM means. Commitment is a crucial word in this context.