The design and construction of a Total Quality Management TQM ramp-up to achieve Total Customer Satisfaction TCS.

This paper looks at Total Quality Management (TQM) and its impact on Total Customer Satisfaction (TCS). The paper will be presented in two phases, first the "planning and design" phase components to move TQM from the exploratory phase through the decision and development phase; and then the "construction" phase component moving TQM beyond awareness into the implementation phase within a major Canadian transportation engineering firm. (A)