Total Quality Management and Organisational Performance

Although TQM initiatives initially focused on reducing defects and errors in products and services through the use of measurement, statistics, and other problem solving tools, organisations began to recognise that lasting improvement could not be accomplished without significant attention to the quality of management practices used on a daily basis. Managers began to realise that the approaches they use to deliver services as leaders are the true enablers of quality, customer satisfaction, and business results. In order words, they recognise that quality management is as important as management of quality.

Autorentext

Thamae P. Masejane is a Director of Corporate Services at Setsoto Local Municipality in the Free State Province of South Africa. He received his Primary Teacher s Diploma in Sefikeng College of Education in 1988. He followed this with an Undergraduate Degree and honours Degree in Public Administration. He later obtained a Masters Degree in 2012.