ABSTRACT
In recent years the term ‘system’ in TQM has become closely associated with documenting internal organizational processes which are repeatedly performed in such a way as to gain certification from an external validating body. Here we refer to such ‘systems’ as ISO 9000 and BS 5750. But the term ‘system’ has another broader connotation, a connotation which found favour during the development of TQM. It is upon ‘system’ in this wider, original meaning that emphasis is now placed.
