一、全面质量管理的概念、特点和意义1.概念全面质量管理(TQM)是为了实现卓越的组织绩效而对组织的系统进行综合、全面和持续改进的方法论。简而言之,全面质量管理意味着以“全面质量(TQ)”为特征的一种管理(M)的方式或途径。2.全面质量管理的特点(1)涵盖内容是全方位的。不仅包括了产品质量还体现在了服务质量,以及依托产品质量所形成的工作质量、管理质量等方面。(2)涵盖的系统是全过程的。从产品或者服务最初的研发、设 First, the concept of total quality management, characteristics and significance 1. Concept Total Quality Management (TQM) is to achieve excellent organizational performance and organizational system of comprehensive, comprehensive and continuous improvement of the methodology. In short, total quality management means a management (M) approach or approach characterized by a “total quality (TQ)”. 2. The characteristics of total quality management (1) covering the content is all-round. Not only includes the product quality is also reflected in the quality of service, as well as relying on product quality formed by the quality of work, management quality and so on. (2) The system covered is the whole process. From the initial product or service development, design