Pengertian Total Quality Manajemen







Total Quality Management


Pernah mendengar tentang Total Quality Management? Para pakar dan ahli banyak memberikan pengertian tentang Total Quality Management, salah satunya yaitu dari Reynolds. Total Quality Management merupakan sebuah pendekatan dalam meningkatkan daya saing, efektivitas, fleksibelitas yang mencakup semua yang berkenaan dengan organisasi yang berfokus pada kepuasan pelanggan.
TQM aims to meet customer expectations, and were possible exceed them. Moreover these expectations are contantly increasing. Five years ago I was satisfied with a train journey from London to Leeds which lasted three hours. Now I expect it to last only two. TQM recognizes that customer expectations will usually increase over time, and it is therefore a philosophy of continuous improvement. TQM itself is a journey, not a destination (Reynolds, 1994: 7-8).
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DAFTAR PUSTAKA
Reynolds, L. 1994. Beyond Total Quality Management. Great Britian: Sheldon Press.