3    Critical factors for effectiveTQM implementation: abenchmarking approach

When your strategy is deep and far-reaching then what you gain by your calculations is much, so you can win before you even fight. When your strategic thinking is shallow and nearsighted, then what you gain by your calculations is little, so you lose before you do battle

Sun Tzu – The Art of War

3.1  Introduction

Total Quality Management (TQM) is one of the subjects which tends to raise many questions about meaning and benefits, and eventually about enhancing competitiveness through supporting financial results. Although it is widely agreed that TQM has to be defined in customer terms, organizations tend to take various routes, adopt different approaches and exhibit ...

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