Total Quality Management (TQM) is a customer come first. For TQM the customer is king. The approach was popularized by Peters and Waterman in In Search of Excellence. In the concept discussed how to provide something the customer wants, and when and how they want it. The concept was adapted to the changing expectations and styles of customers by designing products and services that meet and satisfy their expectations. By satisfying the customer, it is certain that they will come back again and tell their friends about your product or service. This is referred to as the quality that sells (self-on quality). Perceptions and expectations of customers in the claim as something short term and subject to change. Likewise, the organization, he must find the right methods to get closer to their customers in order to respond to changing tastes, needs, and desires.
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