Page 190 - APM Integrated Workbook STUDENT S18-J19
P. 190
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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