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Article: When "good" isn't good enough. (total quality management applied to internal auditing) (Best Practices/TQM)
- Article from:
- Internal Auditor
- Article date:
- August 1, 1993
- Author:
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Copyright informationCOPYRIGHT 1993 Institute of Internal Auditors, Inc. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Total Quality Management practices can provide a tool for discovering and providing what internal auditing customers want and need and for measuring quality improvements and performance.
ACCORDING TO W. Edwards Deming, Total Quality Management (TQM) is the organization-wide practice of meeting and exceeding customer expectations. This concept has several components. First, we must find what the customer wants and needs. Next, we must meet those needs on time. Then, we must follow up with the customer. Most importantly, we must continuously refine the process of meeting our customer's requirements.
As internal auditors, our primary customer is the organization we serve. We ...