TOTAL QUALITY MANAGEMENT
Term coined by U.S. Navy in 1985. Based upon work by Feigenbaum, Taguchi, et al.
Goal: To generate institutional commitment to success through customer satisfaction
Approach: Varied, a philosophy supported by a variety of techniques, such as
- Quality function deployment (QFD)
- Design of experiments (DOE)
- Statistical process control (SPC)
Identify Identify Make Hold Provide needs important items improvements gains satisfaction
Result: A customer-driven organization and a set of satisfied customers