Total Quality Management (TQM): A customer-oriented approach to facilities management that focuses on meeting the customer’s needs and expectations. TQM emphasizes continuous improvement throughout the entire organization by instituting a holistic organizational system that encourages everyone from top-level executives to low-level staff members to think beyond traditional boundaries. With an eye on conducting regular reviews of operations, analyzing processes for potential issues, and finding innovative solutions, TQM strives for excellence in all aspects of the customer experience.