Page 176 - P5 Integrated Workbook TUTOR 2017-18
P. 176
Chapter 13
Total quality management (TQM)
A Japanese quality management philosophy.
Features include:
1 Prevention of errors before they occur
2 Continual improvement
3 Real participation by all, i.e. employees, customers, suppliers etc.
4 Management commitment
Performance measures must be aligned with the programme’s
CSFs
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