To optimize and manage the quality of products and services of an organization, many philosophies, methodologies, concepts, and practices have been created by quality gurus. Over time, they have evolved to create sustainable sources to get a market advantage. Among the key competitive factors of an industry—quality, price, product function, delivery, and reliability—quality has become the most important due to customer emphasis on purchasing only the highest quality products. So, to ensure that the customers get what they want, industries have adopted practices to control quality in the manufacturing process. New challenges faced by managers are addressed to improve the organization’s performance and future competition. The total quality management form is a structured system adopted by all levels of management, which focusses on the ongoing efforts to provide products and services. In managing quality, the focus is not only on the quality of the product and service itself. It is also on the means to achieve it. Thus, quality management uses management techniques and tools in quality assurance and control of processes to achieve consistent quality of products and services.

This book deals with wide-ranging coverage of domains related to TQM and incorporates all its processes, tools and techniques. The book opens to the readers by explaining what quality and TQM are, cost of quality, linking quality management system to organizational performance, its impact on organizations and approaches of implementing TQM and the quality journey. The book goes on to develop a framework to implement integrated management systems (ISO 9001, ISO 14001, OHSAS 180001 and SA 8000). As of now, these systems are used individually, in many industries. Since the 1980s, several important quality management systems, or programs, such as ISO 9000, TQM, Six-Sigma program, Reengineering, and Toyota production system (or lean production), have been launched. In order to help the industries, it will describe the integration of TQM and Six-Sigma and the content and practices of some important quality imperatives. Human resources is the key element in improving a company’s performance, not only in product-based industries but also in service-based ones. Therefore, every performer involved must work with the goal of providing quality services that the customer expects. This book highlights the effect of total quality management on the quality and productivity of human resources. It follows with the common management process model of new TQM based on the situation analysis. A framework to implement quality improvement is suggested, which includes key issues of middle managers regarding their involvement in QI. Finally, the initial implementation of the model in a company is discussed. This book will appeal to any manager, designer, engineer, practitioners or researcher interested in quality.


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