TQM lesson2

One of the most important principles of total quality management

is at the heart of Total Quality Management (TQM) and focuses on exceeding customer expectations.

are expressions of dissatisfaction or concern raised by customers about a product, service,  or experience

refers to the ability of a business to retain its customers over a long period, encouraging repeat purchases, loyalty, and long-term relationships

refers to the active participation of employees in decision-making processes, problem-solving, and continuous improvement activities within an organization

is the ongoing practice of refining processes, systems, and products over time. Rather than focusing on massive overhauls, this strategy emphasizes making incremental, data-driven changes that lead to significant, long-term improvements.

Continuous Improvement Methodology

is a fundamental part of TQM is a focus on process thinking. A process is a series of steps that take inputs from suppliers (internal or external) and transform them into outputs that are delivered to customers (either internal or external).

INTEGRATED SYSTEM

Effective decisions are always based on the analysis of data and information. TQM requires that an organization continuously collects and analyses data to increase decision accuracy, build consensus, and make predictions based on the past.