2. Definition:  An organization wide program that integrates all funtions and process of the business so that desing, planning, production, distribution and services are focused on maximizing customer satisfaction through continued improvement.

3. Total : Quiality management involves everyone and all tasks and activities of a company. Quality: Degree to which the product (or service) fulfils customer requirements or was produced correctly. Management: Quality must be managed by planning, orginizing, leading and controlling. TQM: An integrative philosophy of management for continuously improving the quality of products and processes.

4. T. Q. M Total: Internal and external customers Quaility: Standards (like ISO) Management: Measurement.

5. Importance of good quality: Good quality leads to higher customer satisfaction and is rewarded by increased profits.

6. Determinant of Product Quality: An approach of the product quality determinants

7. Determinants of Service Quality A system approach of the customer satisfaction through the different attributes of service quality.

8. Consequences of Poor Quality: Products of poor quality may disappoint the buyer and leads to product failure.

9. The TQM System Model: Leading with objectives Customer oriented Internal and external customer relations Zero-Error program Work in process Continuous improvement with measuring units Involvement of all employees Trainings and further education Frequant management audits

10. ISO 9000 The ISO 9000 certification demonstrates that you have established an effective quality system. ISO 9000 is a set of international standards for quality management systems. Companies that meet the requirements of that standard can recieve ISO 9000 registration. ISO 9000 series consists of 3 documents: ISO 9000: Fundamentals ISO 9001: Requirements ISO 9004: Guildlines for performance improvements.

11. The 7 Classic Tools of Quality The most common quality tools that can be used to solve the vast majority of quality-related issues