Total Quality Management
Total Quality Management (TQM) is a management philosophy focused on continuous improvement and customer satisfaction. Originally developed for manufacturing, it has been adapted to many service organisations, including schools. This chapter walks through TQM’s foundations, continuous improvement practices, and the relationship to ISO standards.
The definition of quality, internal and external customers, Crosby’s four absolutes, and the TQM framework
The continuous improvement principle, the major TQM tools, and the PDSA cycle for managing improvements
How ISO standards relate to TQM, the differences, and a practical synthesis for Pakistani schools
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