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VOL. 8, ISSUE 3 (2026)
Long term success through customer satisfaction: The total quality management way
Authors
Shikha Kumari
Abstract
TQM is a management philosophy that views an
organization as a collection of processes such as marketing, finance, design,
engineering, and production, customer service, etc. thereby, focussing on
meeting customer needs and organizational objectives. The simple objective of
TQM is "Do the right things, right the first time, every time."
Although originally applied to manufacturing operations, TQM is now becoming
recognized as a Generic Management tool and is being widely applied in a number
of service and public sector organizations all over the world. Some examples of
the companies who have implemented TQM Include Ford Motor Company, Phillips
Semiconductor, SGL Carbon, Motorola and Toyota Motor Company. TQM isn't an easy
management strategy to introduce into a business; in fact, many attempts tend
to fall flat. More often than not, it's because firms maintain natural barriers
to full involvement. Middle managers, for example, tend to complain their
authority is being challenged when boots on the ground are encouraged to speak
up in the early stages of TQM. Yet in a culture of constant quality
enhancement, the views of any given workforce are invaluable.
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Pages:38-40
How to cite this article:
Shikha Kumari "Long term success through customer satisfaction: The total quality management way". International Journal of Commerce and Economics, Vol 8, Issue 3, 2026, Pages 38-40
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