ABSTRACT
Growing interest in QM qM is a holistic management philosophy that emphasises the involvement of every employee at different levels of an organisation to achieve customer satisfaction and improve the organisation’s effectiveness through continuous process improvement. qM principles and techniques have gained, and are gaining, both the attention and acceptance of practitioners as well as a growing number of academics. Advocates of this approach argue that a dynamic movement towards quality is critically needed, and the issues addressed by the ‘quality movement’ are both extensive and interrelated (Dow et al., 1997).
