Total Quality Management
Total quality management (TQM) refers to a principles system that integrates best practices and methods that are used in providing the organization with a framework that enables it in striving for excellence in all its engagements. TQM comprises of a collection of techniques, processes, best practices and processes that have proved to be effective over a long span of time (Total Quality Engineering, 2009).
Many organizations that are doing well in business in the world have made use of TQM to achieve their success. Although different companies use different TQM models according to the nature of business they are engaged in, the most important step of any model understands the needs of the customers (Total Quality Engineering, 2009).Organizations that use TQM use processes that are continuous in the collection and analysis of information pertaining to customers.