Total Quality Management. TQM is a management approach based on producing quality service as defined by the customer. TQM is defined as a quality-centered, customer-focused, senior-management-led process to achieve an organization’s strategic goals through continuous process improvement. TQM is not a program, but a systematic, integrated and organizational way-of-life directed at continuous improvement of all aspects of the value chain. TQM differs from other management styles in that it is more concerned with quality during production than it is with the quality as a result of production. TQM is a journey, not a destination!