Total Quality Management


It is the fulfilment of human, business, product and/or service quality requirements used to meet customer needs with a systematic approach and the contribution of all members of an organization in improving processes, products, services, and the culture in which they work. Although TQM was used by Henry Ford, it was adopted in Japan in the second half of the 1900s and spread all over the world. While the companies were competing with product and price at that time, the competitive advantage became the quality. Nowadays, quality became a standard, which increases the importance of offering a unique experience for companies to differentiate themselves.

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