A Conceptual Study of Total Quality Management

Abstract

Total quality management is an endless journey in pursuit of a delighted customer. In recent years, the word “quality” itself has changed meaning. It has come to mean more than the reliability and price/performance of a product or service, as essential as those are. It encompasses every aspect of customer satisfaction, including how fast a solution is delivered, its usability, availability of support and efficiency of service. Total quality management needs to be integrated into everything the business does.This paper aims to focus on the identification of the concept of TQM on the basis of the literature review. It also focuses on the concept of TQM from quality gurus and three well recognized quality award models. Finally, conclusion and summary are presented. This research paper is theoretical in nature.