Total Quality Management (TQM) is a holistic management approach used to reduce or eliminate errors. It involves the efforts of all employees (regardless of level, function, or role) across an organization and extends these efforts to its external activities – upstream to suppliers/clients and downstream to improve its customers’ experience. For any business, it contributes to the development of a distinctive capability for delivering quality products and/or services.

In this session, we introduce the key principles, terms, and definitions of TQM, as well as the limitations and approach for implementing it as a quality management methodology.