Total Quality Management
- Formal
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A company-wide approach to improving quality and customer satisfaction–including fast response and service, as well as product.
- Practical
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The key concepts in the TQM effort undertaken by the Navy in the 1980s include:
"Quality is defined by customers' requirements."
"Top management has direct responsibility for quality improvement."
"Increased quality comes from systematic analysis and improvement of work processes."
"Quality improvement is a continuous effort and conducted throughout the organization."
