Definition of Total Quality Management by Different Authors:
Atkinson defines “TQM is a strategic approach to produce the best product and service possible through constant innovation.”
According to Besterfield (1995) “QM as both a philosophy and a set of guiding principles that represent the foundation of a continuously improving organization. It integrates fundamental management techniques, existing improvement efforts, and technical tools under disciplined approach.”
According to ISO “TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society.” ISO 8402:1994
Using a three-word definition, Wilkinson and Wither (1990) define TQM as:
- Total: Every person is involved (its customers and suppliers)
- Quality: Customer requirements are met exactly
- Management: Senior executives are fully committed.
According to Zaire and Simintiras “Total Quality Management is a combination of the socio-technical process towards doing the right things (externally), everything right (internally), first time and all the time with economic viability considered at each stage of each process.”
Oakland defines ” “Total Quality Management (TQM) is an approach to improving the effectiveness and flexibility of business as a whole. It is essentially a way of organizing and involving the whole organization, every department every activity, every single person at every level.”
Definition of Total Quality Management by Foster and Whittle:
“TQM is the systematic analysis, but the focus is turning from a process driven by external controls through procedure compliance and enhancement to a process of habitual improvement where control is embedded within and is driven by the culture of the organization.”
According to Price and Chell
“TQM is a management system, not a series of programs, it is a system that puts customer satisfaction before profit. It is a system that comprises a set of integrated philosophies, tools, and processes used to accomplish business objectives by creating delighted customers and happy employees. ”
Peter Drucker defines “Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for.”
Crosby states “Quality is conformance to requirements”
Juran defines “Quality is fitness for use”
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