Total Quality Management
- After the World War II, Edward Demming introduced the new quality control concepts to the Japanese. The central idea was to improve the production and services systems to prevent defects instead of inspecting and throwing out the defective products and eliminate bad services.
- Quality defined as meeting or exceeding the needs and expectations of the customer. Thus, the goal of a business should be to find out what the customer wants and then find tune the process to ensure that they get it.
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TQM Presn..ppt, 404 KB
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