“TQM is focused on everyone's satisfaction. TQM is an unyielding, continuing, improving effort by everyone in the company to understand, meet, and exceed the expectations of customers. TQM is not just a quality control program.”

—  Shoji Shiba

Alex d'Arbeloff cited in: Shōji Shiba, New American TQM. Productivity press, 1993. p. 315

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Shoji Shiba2
Japanese academic 1930

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