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The judgements of TQM (Total Quality Management) vary highly from very positive to very negative.

Our experiences in this context indicate that very negative judgements originate from TQM implementations which were restricted to a very limited area of subjects only. A typical example could be having a balanced score card system for the top management and sometimes collection and analysis of customer satisfaction surveys.

Our understanding of TQM is based on an understanding as a continuous process evolving and penetrating through all organisational functions under permanent and detailed assessment of internal and external client satisfaction evaluations combined with permanent and active search for improvement opportunities in all functions of the organisation.

Provided the second paradigm is consistently pursued internally and externally, we have observed a high motivation effect and very positive impacts on the economic performance.

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