Total quality management: key concepts

Total quality management (TQM) has been suggested as a means of coping with turbulent change. The strong and simple central focus allows an internal war to be waged on complacency that prepares an organisation for strong external competition. However, a desire to introduce and practise TQM is not sufficient for success. Highlights the main features of a TQM programme, and the critical success factors. In particular, stresses the importance of matching words with actions ‐ completely and continually. This is vital since a failing TQM programme cannot be resurrected.