DefinitionInternational Standard Organization (ISO):
• "TQM is a management approach for anorganization, centered on quality, basedon the participation of all its members andaiming at long-term success throughcustomer satisfaction, and benefits to allmembers of the organization and tosociety." ISO 8402:1994
Total Quality Management (TQM)
= Quality involves everyone and allactivities in the company.•
= Conformance to Requirements(Meeting Customer Requirements).•
= Quality can and must bemanaged.•
= A process for managing quality; it mustbe a continuous way of life; a philosophy ofperpetual improvement in everything we do.