TQM is a strategic, systematic approach to business operations that focuses on continuously improving processes to meet customer needs and long-term goals. It relies on collecting data from past performance to make fact-based decisions and centers the customer experience. Key aspects include integrating small processes with broader strategy, and ensuring clear communication within and between departments, especially during times of change.

1. What is TQM?
KIRK FISHER

2. Introduction
Kirk Fisher, executive in residence and MBA instructor at Louisiana State University,
teaches courses on operations management and management consulting. Louisiana
State’s Kirk Fisher also instructs students on process management techniques such as
Total Quality Management (TQM).
TQM strives to make substantial improvements to business operations over the long
term. Using a strategic, systematic, process-centered approach, it looks at the
individual steps a business takes to meet customer needs, and how to improve those
steps to better meet long-term strategic goals. Decision-making under TQM relies on
facts and data, looking at past performance in order to improve future decision-
making.
TQM centers the customer in the company's approach to quality. Customers’ positive
response dictates the value of any expenditure or change in approach.
The technique relies extensively on effective communication and integration. Small
processes must be designed with an eye toward how they fit into broader strategy.
Communication within and between departments must be clear and concise,
especially during times of change.