Implementing total quality management

Describes the results of a survey in manufacturing, distribution and service organizations concerning total quality management (TQM). These results proved that an effective TQM programme should contain consistent training of all employees; significant improvement in communication between departments; and development of the standards to measure and control the cost of quality. Based on the survey results, identifies quantitative relationships between quality improvement characteristics and different internal factors. Statistical regression models developed revealed leading predictors of a successful TQM programme.