From the course: Quality Management Foundations
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Total quality management
From the course: Quality Management Foundations
Total quality management
- Total quality management is exactly what you think it is. Everyone in the organization is committed to managing quality and improving its processes, products, and services. By doing this, you continuously improve customer satisfaction. The American Society for Quality defines eight principles of total quality management that empower companies to do just that. Check the exercise files for a handout with a brief description of these eight principles. I'll only talk about one of them, principle four, which emphasizes that a business organization is a system. If you make a change in one part of the system, it can impact other parts. Sometimes that impact isn't a good thing. So, when improving key processes in your organization, you must consider this system effect. Let's use a typical manufacturing company as an example here. They would have a purchasing department, a factory, and a distribution center. The purchasing department buys materials, the factory makes products, and the…
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