is a people-focused management system that aims at continual increase in customer satisfaction at continually lower costis anchored in values that stress the dignity of the individual and the power of community action

is a total system approach and an integral part of high level strategyit works horizontally across functions and departmentsinvolves all employees, top to bottomextends backwards and forward to include the supply chain and the customer chain

Total quality is the unyielding and continually improving effort by everyone in an organization to understand, meet and exceed the expectations of customers

The quality of products and services is directly influenced by the 9 Ms:MarketMoneyManagementMen & WomenMotivationMaterialsMachines and mechanizationModern information methodMounting product requirement

Quality emphasis extends through market analysis, design and customer service rather than only production stages of making a product.Quality emphasis is directly toward operations in every department from executives to clerical personnel.

Quality is the responsibility of the individual and the work group, not some other group such as inspection.The two types of quality characteristics as viewed by customers are those that satisfy and those that motivate. Only the latter are strongly related to repeat sales and a quality image.

The first customer for a part or piece of information is usually the next department in the production process.

AV Feigenbaums Total Quality Control was adopted by Japanese and renamed it Companywide Quality Control.

Organizational PracticesLeadership, Mission Statement, Effective Operating Procedures, Staff Support, TrainingYields: What is important and what is to be accomplishedQuality PrinciplesCustomer Focus, Continuous Improvement, Benchmarking, Just-in-Time, Tools of TQMYields: How to do what is important and to be accomplished.

Employee FulfillmentEmpowerment, Organizational CommitmentYields: Employee attitudes that can accomplish what is importantCustomer SatisfactionWinning Orders, Repeat CustomersYields: An effective organization with a competitive advantage