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Almost everyone has heard of total quality management and ISO9000. Some companies that have tried to implement TQM have had experiences ranging from limited success to downright failure. Some companies and individuals think that ISO9000 is just another name for TQM.To understand the relationship between the two, we need to look at them individually and then comparatively. In this way we can understand each and then explore their relationships, commonalities and differences.A good starting point is a definition of TQM: a well-planned, companywide process, integrated into the company's business plan, that achieves the goal of never-ending continuous improvement of all business processes in order to satisfy customer requirements, both internal and external.The definition suggests that TQM is a process and a journey, not a destination. It is a philosophy, culture and way of doing business. If TQM is seen as "something else to do" rather than "this is our culture and way of doing business," then the effort will probably not succeed. What signifies success with TQM? Performance excellence and customer delight.
