Total Quality Management (TQM)

        A collection of principles, techniques, processes, and best practices that over time have been proven effective. TQM organisations have processes that continously collect, analyze, and act on customer information. Activities:

• Understanding competitor's customers
• Understanding of customer needs to predict future customer behavior.

        TQM organizations integrate customer know with other information and use the planning process to orchestrate action throughout the organization. Plans are reviewed at periodic intervals and adjusted as necessary. The planning process is the glue that holds together all TQM activity.