The total quality concept as an approach to doing business began to gain wide acceptance in the United States in the late 1980s and early 1990s. However, individual elements of the concept—such as the use of statistical data, teamwork, continual improvement, customer satisfaction, and employee involvement—have been used by visionary organizations for years. It’s the pulling together and coordinated use of these and other previously disparate elements that gave birth to the comprehensive concept known as Total Quality Management.
- Teacher: Teri Rydl