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AWWA ACE92019
- The Creative Organization
- Conference Proceeding by American Water Works Association, 01/01/1992
- Publisher: AWWA
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This paper provides an introduction of the concept of total quality management and how to implement it in an organization. The overview covers three underlying principles of TQM--customer driven, employee participation, and process-oriented. Fourteen rules are given, as are general instructions for implementing a TQM program, beginning with the manager.
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