COMPETITIVENESS AND TQM - THE SYNERGY SHOULD BE NO SURPRISE

Media reports about today's successful enterprises in manufacturing, h ealthcare, software development or even engineering contract work incr easingly scoop out one key factor-the proximity of these companies' ma nagement practices to Total Quality Management (TQM). This article exa mines what makes TQM so different, its dividends, and why an organizat ion-wide obsession focused on satisfying customers-internal and extern al-leads a company to a strong competitive position in the marketplace . Significance: This paper explains what makes TQM so difficult, why i t is ''different from conventional management, the dividends delivered by TQM, and why satisfying customers--internal and external--leads a company to profit, productivity, and a strong competitive position.