La gestión de la calidad total: un enfoque ecléctico de las organizaciones
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Abstract
Total Quality Management (TQM) is a management model for organisations that hinges on the principle that all the processes and products of an organisation should constantly improve with the aim of satisfying the needs and expectations of the customers. On analysing the contribution of TQM to the organisational management field of knowledge, we find that a process has taken place of exchange and take–over from other approaches, from which the former has taken the elements considered to be valid and has given them a new composition. It is not the elements which are new but the way in which they are organised and directed towards the objectives by way of a continuous improvement of all the aspects of work within the organisation.
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