APA Dictionary of Psychology

in industrial and organizational settings, a comprehensive approach to management that involves a commitment to continuous improvements in quality and productivity. It usually entails improved training and communications in the workplace, greater participation of employees in making decisions, redesign of the work process, and the use of statistical techniques to monitor quality (see statistical process control). TQM programs are customer focused: Employees identify internal and external customers, assess their needs, and commit themselves to meeting these needs in total at the first attempt. Also called continuous improvement.