Encyclopedia of Operations Research and Management Science

2001 Edition
| Editors: Saul I. Gass, Carl M. Harris

Total quality management

Reference work entry
DOI: https://doi.org/10.1007/1-4020-0611-X_1051


During the decade of the 1980s, U.S. corporations recognized the quality achievements of their Japanese counterparts and began to understand the messages being delivered by Deming, Juran and others on the importance of quality. They devised methods for obtaining, understanding and communicating customer needs and requirements within their organizations, developed strategies for improving their engineering design, development, manufacture and delivery processes, and created new corporate cultures that included the formation of self-directed working groups and encouragement of employee participation. Through this focus on quality and the development and adaptation of techniques for achieving customer satisfaction, some of these corporations have demonstrated improvement in achieving high quality, timely deliveries at low costs and ultimately improved their business performance. Many of these firms called this new management and operations philosophy Total Quality Management...

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© Kluwer Academic Publishers 2001

Authors and Affiliations

  1. 1.University of ArizonaTucsonUSA