Total Quality Management

The Customer Service ChainBefore a company can provide superior customer service, it must have an overall strategy. TQM is a management philosophy geared toward the continuous improvement of quality to meet, exceed and anticipate customer expectations. TQM focuses on all customers, both internal and external.

The requirements to TQM:

  • A long-term company commitment
  • A change in employee attitudes and behaviors
  • A collaborative team effort among the various functional departments · An emphasis on the empowerment and involvement of all employees