Quality - degree of excellence a product or service provides
Management - Act, art or manner of planning, controlling, directing,….
Therefore, TQM is the art of managing the whole to achieve excellence .
What is TQM? Constant drive for continuous improvement and learning. Concern for employee involvement and development Management by Fact Result Focus Passion to deliver customer value / excellence Organisation responsi ability Actions not just words (implementation) Process Management Partnership perspective (internal / external)