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Total refers to every process, every activity and every people of the organization whereas Quality is to satisfy or exceed all customers’ requirements. The key principles of TQM comprise customer and stakeholder focus, participation and teamwork, and process focus and continuous improvement. TQM gained great popularity in the private sector since the early 1980’s. Today many organizations in public sector also embark on TQM journey.
Given the statement of the Governor of prison, the Governor questions on the application of Total Quality on the prison because he think that the inmates are unwilling customers and the staff only needs to follow the orders and procedures...
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