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Small business goes TQM; expectations of customers prompt move. (Total Quality Management)

When a business the size of The Cuyahoga Cos. restructures itself around the tenets of total quality management, you know this TQM thing is serious.

Cuyahoga Cos., an office furniture and office design firm in Lakewood, is putting each of its 33 employees through a TQM training program in an effort to recreate itself, said Brian Chait, president of the company.

TQM is used to describe the process of restructuring a company into teams of employees who recommend operational changes aimed at reducing waste and increasing customer satisfaction.

Cuyahoga Cos. is just one of a growing number of small businesses locally that are adopting TQM concepts popularized by large ...

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