ABSTRACT
The total quality concept as a business strategy began to grow in popularity in the United States in the late 1980s and early 1990s. However, individual elements of the concept — such as team building, problem-solving tools, statistical process control, design of experiments, customer service, and process documentation — have been used by some organizations for years. Total quality management (TQM) is the integration of all functions and processes within an organization in order to achieve continuous improvement of the quality of goods and services. The goal is customer satisfaction.
