Total Quality Management (TQM) is the optimisation and integration of all functions and processes of a business in order to delight customers through a process of continuous improvement.

Objectives of TQM:

  • Process improvement
  • Defect prevention
  • Developing cause-effect relationships
  • Helping teams make better decisions
  • Developing operational definitions
  • Separating trivial from significant needs
  • Observing behaviour changes over a period of time