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Total Quality Management (TQM) is a philosophy which emphasizes continuous improvement as a process that places a premium on achievement of customer satisfaction. There are two key aspects which are important to achieve the successful TQM: continuous improvement and customer satisfaction aspects. In this article, I provide the introduction to TQM, based on the Fuji Xerox WA case study, The Quality Journey, which is focusing onto those key aspects. I explain about the motivation behind the company to improve their quality, the new management system that they use, and analyze on their movement why was successful.

You can download the article here: Fuji Xerox Article

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