The philosophy of continuous improvement leading toward fewer defects and higher customer satisfaction is known as Total Quality Management (TQM).
Total Quality Management (TQM) is a management approach aimed at achieving long-term success through customer satisfaction by ensuring continuous improvement in the services or processes. For achieving a higher level of customer satisfaction and improved process quality, the Total Quality Management (TQM) philosophy primarily underlies three principles which are customer satisfaction, employee involvement, and continuous improvement.
Total Quality Management (TQM) embeds awareness of quality in all of the organizational processes. It ensures quality based on customers’ expectations; provides a way to manage unsatisfied customers; makes corrections to defects and prevents reoccurrences of defects. These all ultimately result in a high-quality product with fewer defects and higher customer satisfaction.
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