TQM Definition: TQM is customer oriented process, aims for continuous improvement of business operations. TQM ensures all allied works are towards the common goals of improving product quality or service quality, enhancing the production process or process of giving best services. TQM is Fact based decision making & use of performance metrics to monitor progress Concept developed in Japan in late 1940’s & 1950’s John Gilbert: A process designed to focus on customer expectations, preventing problems, building commitment to quality in the workforce & promoting open decision making. W. Edwards Deming & Joseph M ...
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