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OFFICE OF THE DEPUTY UNDER SECRETARY OFDEFENSE FOR TOTAL QUALITY MANAGEMENT WASHINGTON DC
Government and industry have come to understand that previously acceptable quality norms of goods and services are no longer acceptable. Customer satisfaction, reliability, productivity, costs, and for industry, market share, profitability, and even survival are directly affected by the quality of an organization's products, services, and performance. Therefore, it becomes essential to develop attitudes and systems - at all levels of an organization - that promote and implement continuous improvement of procedures, processes, products, and services. Those attitudes and systems are the focus of Total Quality Management (TQM). This guide supports the implementation of DoD directive 5000.51 on Total Quality Management and is designed to provide a basic understanding of TQM. Executives and managers may find the guide to be particularly useful in this regard. Also, its use is encouraged to support training. The implementation of TmQ in any organization must take into consideration such factors as the organization's unique product or service, culture, customers, level of knowledge, and experience. This guide, therefore, must be tailored to its specific application. The guide provides one approach, but others are possible. Innovative approaches are encouraged.