Total Quality Management
by John S. Oakland
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(bstra)t. This arti)le aims to gi*e +undamentals to the Total Quality Management Model in'
trodu)ed in John S. Oakland,s book -Total Quality Management . The route to im/ro*ing /er'
+orman)e0. The basi) idea in the model is to ado/t a /ro)ess based on )ustomer'su//lier inter'
+a)es 12uality )hains3. This sensiti*e )ore must be surrounded by )ommitment to 2uality 1meet'
ing the )ustomer re2uirements3, )ommuni)ation o+ the 2uality message, and re)ognition o+ the
need to )hange the )ulture o+ most organi4ations to )reate total 2uality. The su))ess+ul im/le'
mentation o+ these so+t +oundations needs the hard management ne)essities added5
Quality
System, Teams and Tools.