ABSTRACT
This chapter presents an overview of total quality which is intended to fill the void and provides some interesting reading at the same time. Total quality is total in three senses: it covers every process, every job, and every person. Total quality is a set of philosophies by which management systems can direct the efficient achievement of the objectives of the organization to ensure customer satisfaction and maximize stakeholder value. Japanese notion of control differs radically from the American; that difference of meaning does much to explain the failure of US management to adopt total quality. Management is solely responsible for the transformation of the social system, which is basically the culture of the organization. According to Myron Tribus, "The technical system includes all the tools and machinery, the practice of quality science and the quantitative aspects of quality".
