Begining with a sound analysis of Deming's 14 principles, the article explores the meaning of TQM according to its main fundamental elements: customer focus, process focus, employee commitment, leadership, results orientation and learning. The relationship among these elements is shown, as well as the management approaches to implement this new business philosophy. The theoretical TQM models are also presented, with the practical approaches used by world class companies. The TQM implementation critical success factors are adressed and several suggestions are given to Brazilian companies which aim to become competitive enterprises.
quality; total quality; quality management; phase-in models; global competition
