Total Quality Management

Total Quality Management (TQM) is a management strategy aimed at embedding awareness of quality in all organizational processes.

TQM is a set of systematic activities carried out by the entire organization to effectively and efficiently achieve company objective s so as to provide products and service s with a level of quality that satisfies customers, at the appropriate time and price.

At the core of TQM is a management approach to long-term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, products, services and the culture in which they work.

Quality management for IT services is a systematic way of ensuring that all the activities necessary to design, develop and implement IT services which satisfy the requirement s of the organization and of user s take place as planned and that the activities are carried out cost-effectively.

The way that an organization plans to manage its operation s so that it delivers quality services is specified by its Quality Management System. The Quality Management System defines the organizational structure, responsibilities, policies, procedure s, processes, standard s and resources required to deliver quality IT services. However, a Quality Management System will only function as intended if management and staff are committed to achieving its objectives.

This section gives brief details on a number of different quality approaches.

Дата добавления: 2015-10-02