ABSTRACT
This chapter describes the concepts, techniques and implementation requirements that make up Total Quality Management (TQM). The TQM concepts discussed are: product and customer focus, leadership commitment, company culture, effective communication, organizational and employee knowledge, employee empowerment, employee responsibility and excellence, management by fact and long-range viewpoint. The Malcolm Baldrige National Quality Award Criteria state that leadership means that the company’s leaders set directions and the customer orientation, evidence clear and visible values and have high expectations. Empowerment involves giving employees the authority, ability, and resources to analyze and attempt to solve problems or satisfy customers on their own. Critical Success Factors are the factors that determine the company’s probability of success in customer satisfaction, profit, growth, and competitiveness. Baselines are critical components of the improvement process. They provide the points of reference for all improvement efforts based on managements communication of customer expectations tied to measurements and standards of excellence.
