1. Total Quality Management What does it mean? What does it entail? Is it just a nice slogan that is unattainable in reality? Or is it a customer expectation that must be met to survive?

2. Total Quality Everyone in the organization is responsible for quality all the time. Quality means satisfying the customer’s needs and expectations. Organizational success depends on giving customers what they what.

3. Total Quality Customers include both external customers and co-workers. To satisfy external customers, internal customers must be satisfied.

4. Total Quality To maximize quality, employees must be empowered to identify and implement necessary improvements in how they work.

5. Total Quality A key role of managers and supervisors in a Total Quality effort is to support the people they supervise in their efforts to boost quality.

6. Total Quality A Total Quality effort is a continual, unending process.

7. Total Quality Defined Total Quality is a way of working in which all work processes within the organization provide quality output to the next person or function within the chain.

8. Total Quality Defined TQ involves treating internal users as customers. TQ is a way of working in which everyone strives to improve the quality and productivity of output to the user or customer.

9. Total Quality Defined TQ requires mechanisms for measuring these outputs and for ensuring that this striving to improve quality is a continual process.

10. Total Quality Defined Total Quality is a philosophy of how work should be done.