ABSTRACT
Total quality management has grown from the view that quality cannot be ‘inspected in’ to a product or service. For the adherents of TQM the essential feature of quality improvement is the attitude of the workforce. They must accept responsibility for quality, ensure continuous improvement or simply get it ‘right first time’. Quality will improve if the staff of the organization are motivated or inclined to improve it. As such total quality management becomes inseparable from general management practice.
