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Inspection and Other Strategies for Assuring Quality in Government Construction (1991) / Chapter Skim
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Appendix D: Total Quality Management
Pages 57-60

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From page 57...
... It is accomplished through an integrated effort between all levels of a company to increase customer satisfaction by continuously improving current performance. Developed in a manufacturing mass production setting, TQM is an effective, comprehensive management technique that has proven successful both overseas and in the U.S., in services and in construction,32- notwithstanding the fact that construction is a one-time process.
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From page 58...
... Satisfying the needs of these internal customers is an essential part of the process of supplying the ultimate external customer with a quality product. Under TOM, management has two primary functions directed toward continual improvement of the production process and subsequent increase in customer satisfaction.
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From page 59...
... According to the Construction Industry Institute, companies which do not implement Total Quality Management will not be competitive in the national and international market within the next 5-10 years.36 36 The Quality Management Task Force, op cit.
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  • tqm concepts

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  • external customer
  • production process
  • incrementally improving
  • continual improvement
  • coveted deming

  • fundamental elements
  • implement total
  • define seven
  • current performance
  • source document


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