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AWWA ACE93207
- TQM: An Overview
- Conference Proceeding by American Water Works Association, 01/01/1993
- Publisher: AWWA
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Total quality management is a philosophy and way of thinking that becomes the experience of an organization's culture. TQM is different than quality control. TQM prevents errors by providing the environment and tools so that the work is done right the first time. While there are differences from manufacturing situations, TQM can be successfully applied to service aspects of organizations. In this overview the authors describe the basic principles of TQM and some approaches to implementing it. Steps in implementing TQM are orientation, commitment by management, customer and organizational assessment, key manager training, planning of program, team selection and training, conduct projects, and improvements.
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