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Abstract. The subject of the study is the theoretical and methodological foundations of the TQM concept. The focus is on the principles, models, techniques and tools for implementing the total quality management in the Bulgarian socio-cultural environment. The main idea of the TQM concept is to guide the business from a consumer perspective. The emphasis is on fast and adequate response to market needs in a turbulent VUCA environment and continuous pressure for change. The main requirements in the process of transformation from traditional to innovative management are analyzed. The research models synthesize different solutions applied in social practice. The TQM concept does not guarantee high results at any cost, but it is a necessary means to ensure strategic goals, cultural attitudes, motivation, rational use of resources, and the adequacy of change. The main thesis of the author is that the typical practices of TQM, such as learning and process improvement, system exchange, analysis and benchmarking, give rise only to advantages if they are inherent features of the organization.
Key words: Total Quality Management, Zero defect, Just in Time, cost of quality, innovations, human capital, managing change
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