Total Quality Management (TQM), Key Tenets, Harley-Davidson Case Study

Total quality management (TQM) is defined as “managing the entire organization so that it excels in all dimensions of products and services that are important to the customer.” The TQM model goes beyond product and service quality, however, and suggests that a highly structured system of management that emphasizes mechanisms like control and punitive action which stifles people and ultimately hinders an organization’s attempt to produce quality products and services. Rather, the organization that views all its employees as critical, creative resources will be much better able to pursue quality in every activity and through every decision.

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