As aptly described by Procter and Gamble, "Total quality (management) is the

umyielding and continually improving effort by everyone in an organization to

understand, meet and exceed the expectation of customers." This description of

TQM points out that the core principles of TQM are processes that

DEFINITION:

According to Khurram Hashmi (2007), Total Quality Management

can be defined as a management philosophy that seeks to

integrate all organizational functions such as marketing, finance,

engineering, customer service, etc.) focus on meeting customer

needs and organizational objectives.