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Total Quality Management (TQM) is a comprehensive management philosophy that emphasizes continuous improvement in the quality of products, services, processes, and organizational performance. It aims to achieve long-term success through customer satisfaction by involving every employee in the organization. In the context of Organisational Development (OD), TQM is regarded as a planned and systematic approach to improving organizational effectiveness by fostering a culture of quality, teamwork, learning, and continuous improvement. The concept of TQM gained worldwide recognition through the contributions of quality pioneers such as W. Edwards Deming, Joseph M. Juran, Philip Crosby, Kaoru Ishikawa, and Armand Feigenbaum. Deming emphasized statistical quality control and continuous improvement, Juran focused on quality planning and management responsibility, Crosby promoted the principle of "zero defects," while Ishikawa introduced quality circles and cause-and-effect analysis. Customer focus is the cornerstone of TQM. Every activity within the organization is directed toward understanding and fulfilling customer needs and expectations. Customer satisfaction ______ ______ _______ _____ _______ ___ ___.
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