Total quality states the culture and attitude of an organization with the sole purpose of satisfying its customers with its products and services. The culture element in quality control is all pervasive in a company’s operations, removing the faults at first notice to achieve total quality control standards set in the principles of quality management systems.
TQM is essentially customer-driven. It is run by top management, where improvement is a continuous process to satisfy customer needs as fast as possible. Products and services are improvised on the basis of collected data and its analysis. The employees participate in the best of team spirit feelings to attain a TQM culture and environment. All departments of an organization work for customer satisfaction – becoming internal customers first by operating as customers to some functions so that any loopholes may be checked and rectified before the product is Okayed for supply to venders. Thus, different parts of a company first become customers of its own products for some functions, then supplier to venders, who play a positive role in the process of total quality management for customer satisfaction. Products are developed in a TQM environment, where attention is paid to enhance and add quality and value to a product by checking errors instead of negative criticism. In a process-oriented atmosphere, team members interact with their internal customers to attain total quality. Venders, who are external customers, become a part in the process of fulfilling customers’ demands, expectations, wishes and needs.
Another important principle of Quality management systems is its “process approach”. This stress on process approach is fundamental to Quality Management Systems BS EN ISO 9001:2000.This standard is the "granddaddy" of global quality management system standards, and is designed to be used by any organization as the foundation for a QMS. It