Shoji Shiba - New American TQM (1993)

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As Uchimaru sees things, an engineer who doesn't think TQM applies to technical activities must not understand either engineering or TQM or both. TQM is the application of the scientific method to business (pick an important problem, get the facts, analyze the facts, find the underlying truth, plan a method of improvement based on the underlying truth, systematically test it to verify that it works, standardize the new method, and then the cycle around again)

Shoji Shiba

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