Total Quality Management (TQM)
Comprehensive approach making quality responsibility of all employees.
Real World
John Lewis Partnership embeds TQM by empowering Partners (employees) at every level to flag quality issues and suggest improvements, contributing to its reputation for reliable service and low return rates.
Exam Focus
Distinguish TQM from quality control in 'explain' questions — TQM is company-wide and preventative, not just end-of-line checking.
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