Total Quality Management (TQM) is an enhancement to the traditional way of doing business.

Total - Made up of the whole

Quality - Degree of Excellence a Product or Service provides.

Management - Art of handling, controlling, directing etc.

TQM is the application of quantitative methods and human resources to improve all the processes within an organization and exceed CUSTOMER NEEDS now and in the future.


Quality can be quantified as follows

Q = P / E

Q = Quality
P = Performance
E = Expectation


Dimension Meaning and Example
Performance Primary product characteristics, such as the brightness of the picture
Features Secondary characteristics, added features, such as remote control
Conformance Meeting specifications or industry standards, workmanship
Reliability Consistency of performance over time, average time of the unit to fail
Durability Useful life, includes repair
Service Resolution of problems and complaints, ease of repair
Response Human to human interface, such as the courtesy of the dealer
Aesthetics Sensory characteristics, such as exterior finish
Reputation Past performance and other intangibles, such as being ranked first

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