• Elenica Sofijanova
  • Tamara Jovanov Marjanova
  • Ljupco Davcev


To be successful in promoting business efficiency and effectiveness, TQM must be truly company –
wide and it must start at the top with the Chief Executive, or equivalent, the most senior directors, and
management, who must all demonstrate that they are serious about quality. The middle management have a
particularly important role to play, they must not only grasp the principles of TQM, they must go on to
explain them to the people for whom they are responsible, and ensure that their own commitment is
communicated. Only then will TQM spread effectively through – out the organization. This level of
management must also ensure that the efforts and achievements of their subordinates obtain the recognition,
attention and reward that they deserve.
Every organization should develop and state its policy on quality, together with arrangements for its
implementation. The contents of the policy should be made known to all employees. The preparation and
implementation of a properly thought out quality policy, together with continuous monitoring, makes for
smoother production or operation, minimizes errors and reduces waste. Everyone, from executives to the
youngest and newest entrants in the organization, has a part to play in TQM, and one of the principal aims of
an effective quality policy is to ensure that quality becomes everyone’s concern. 


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