1. TQM FRAMEWORK

2. Gurus Shewhart Deming Juran Figenbaum Ishikawa Crosby Taguchi

3. Tools and Techniques Benchmarking Information Technology Quality Management Systems Environmental Management Systems Quality Function Deployment Quality by Design Failure Mode and Effect Analysis Product and Service Liability Total Productive Maintenance Management tools Statistical Process Control Experimental Design Taguchi’s Quality Engineering

4. People and Relationships Leadership Customer Satisfaction Employee Involvement Supplier Partnership

5. Approach Continuous Process Improvement Measure Performance measures