- "TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society."
In Japanese, TQM comprises four process steps, namely:
- Kaizen – Focuses on Continuous Process Improvement, to make processes visible, repeatable and measurable.
- Atarimae Hinshitsu – Focuses on intangible effects on processes and ways to optimize and reduce their effects.
- Kansei – Examining the way the user applies the product leads to improvement in the product itself.
- Miryokuteki Hinshitsu – Broadens management concern beyond the immediate product.
TQM requires that the company maintain this quality standard in all aspects of its business. This requires ensuring that things are done right the first time and that defects and waste are eliminated from operations.