Total quality management (TQM)
Total Quality Management is a type of management that is aimed at creating quality for the customers in every part of a business organisation. That means all processes, departments, units and employees of a company are obliged to deliver quality.
The arriving at this level of quality can be measured by using quality awards and norms (e.g. ISO 9000). Customer satisfaction analyses play an important part within the concept of TQM.
See also:
ISO 9000
Customer satisfaction
Customer satisfaction analysis
