|Total Quality Management|
TQM aims to meet customer expectations, and were possible exceed them. Moreover these expectations are contantly increasing. Five years ago I was satisfied with a train journey from London to Leeds which lasted three hours. Now I expect it to last only two. TQM recognizes that customer expectations will usually increase over time, and it is therefore a philosophy of continuous improvement. TQM itself is a journey, not a destination (Reynolds, 1994: 7-8).