... of resources (especially employee time, which most campuses ignore) required to generate these advances has typically been large. Second, these advances might well have been obtained by other methods quite unconnected to TQM. Third, there is a noticeable absence of things academic in these beneficent...

.... TQM is not a universal“fix‐all”. It produces favourable results only if used under the conditions and for the purposes to which it is appropriate. Elsewhere it is likely to be dysfunctional and can reduce the organisation′s overall effectiveness. TOTALQUALITY MANAGEMENT: PANACEA OR PITFALL? 31 O...

... better – to the greater satisfaction of customers. The history of TQM is outlined and the distinguishing features and fundamental principles behind this paradigm shift in management culture are introduced. The major dimensions and basic approaches to quality are defined and the nature of processes...