GMS 401 Study Guide - Midterm Guide: Total Quality Management, Quality Management, Customer Satisfaction

• School: Ryerson University
• Department: Global Management Studies
• Course: GMS 401
• Professor: Fatemeh Firouzi

Document Summary

Is an approach to quality management that involves everyone in an organizaion in quality management and a coninual efort to improve quality and customer saisfacion. Tqm stresses a commitment by management to have a coninuing, companywide drive toward excellence in all aspects of products and services that are important to the customer. There are three features in tqm: coninuous improvement. We can describe the tqm approach as follows: find out what customers want. Determine where mistakes are likely to occur and try to prevent them. Involve and empower the workers in quality management. When mistakes do occur, ind out why, and implement correcive acions so that they are less likely to occur again: keep track of results (tqm is data driven), and use them to guide improvement in the system. Never stop trying to improve: extend these concepts to suppliers/partners. Idenify the patern and make a plan: do.