5. On the road to excellence: TQM (total quality management)

5.1 TQM

As shown in figure 5 , total quality management (TQM) [9] covers :

• QMS control;

• continuous improvement ;

• anticipation of actions organized over time.

The components of total quality flow naturally from the company's purpose, which is to satisfy its customers while remaining profitable.

Total quality management is based on :

• employees ;

• ways of working (processes)...