The article discusses the principles of total quality management (TQM) and its application to organizational change management. TQM aims to continuously deliver customer satisfaction and improve products, processes and services. Identifying and developing methods of measuring organizational problems and progress and cultivating teamwork within the organization are also parts of the TQM agenda. TQM focuses on problem solving and emphasizes the role of business intelligence and employee participation in initiating meaningful organizational changes.
Geddes, L. M. (1995). What TQM has to contribute to change management. Journal of the Association for Communication Administration, 24(2), 94–101.