Total Quality Management
Before 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