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Define total quality management.

Define total quality management.

Solution

Total Quality Management (TQM) is a strategic commitment by top management to change its whole approach to business so that quality becomes a guiding factor in everything it does, providing an umbrella under which everyone in the organization works to create customer satisfaction. According to Robert Kreitner, TQM is creating an organizational culture committed to the continuous improvement of skills, teamwork, processes, product and service quality, and customer satisfaction. It ensures things are done right the first time, eliminating defects and waste.

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