Total Quality Management Flashcards
1
Q
What is Total Quality Management?
A
Management system for a customer-focused organization that involves all employees in continual improvement
2
Q
Key characteristics of TQM
A
- Strategically based obsession with quality
- Customer focus
- Teamwork with employee involvement and empowerment
- Continual process improvement
- Scientific approach and long-term commitment
3
Q
Value chain customers
A
Internal customer
External customer
4
Q
Internal customer
A
Someone that receives a product or a package from another area of the company, still inside the company
5
Q
External customer
A
A person that will buy the product outside the company
6
Q
Moments-of-Truth (MOT)
A
All the touchpoints between the company and the customer
