Everyday Management

TQM

A core definition of total quality management (TQM) describes a management approach to long–term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work.

Re: http://asq.org/

SOP

A standard operating procedure, or SOP, is a set of step-by-step instructions compiled by an organization to help workers carry out routine operations.

Re: https://en.wikipedia.org