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Total quality management (TQM) is a business management strategy used to improve products and services by focusing on organizational process measurements and controls.
TQM’s key concept is that the quality of a product or service is the responsibility of everyone involved in its creation or consumption, including management, employees, suppliers and customers. TQM's ultimate goal is to improve customer satisfaction.
TQM originated in Japan in the 1950s. Since the 1980s, TQM has become well-known on an international level. The term total quality management has lost favor in the United States in recent years, and is commonly substituted with simply quality management.