ABSTRACT
Total Quality Management (TQM) is a theory of management based on the principles of quality assurance. It consists of the integration of all functions and processes within an organization in order to achieve continuous improvement of the quality of goods and services. As such, TQM is described as a process for managing quality; a philosophy of perpetual improvement. TQM relies on the fundamental principle that is the core of any business: maximize productivity while minimizing costs. Its goal is customer satisfaction.
