Abstract
TQM (Total Quality Management) has become the world`s dominant quality solution in improving quality systems and continuous improvement. Industries are using the ISO 9001 standard for compliance, while other organizations practice TQM to further develop and sustain the organizational strategic goals and income growth. The revelation on the application of a quality management system and ISO 9001 has by far been the quality requirement from customers and regulators as evidence of commitment and ability of every organization. Various industries have implemented TQM to advance their quality systems in order to control and better the organizational culture. Competition within industries indicated the importance of customer satisfaction for corporate profitability and survival, where quality has become the key factor for the survival and competitiveness of a business [1]. Currently all industries have become competitive. According to Hendricks and Singhal [2], firms that have effectively implemented Total Quality Management outperform firms within the same level caliber that have not implemented total quality management in terms of cost, income, profits, total assets, number of resources and capital outlay. Aleksandrova, Vasiliev, Letuchev [3], emphasized on the integration of quality management methods with modern information technology that it may ensure competitiveness in existing organizations. Total Quality Management has only been applied in manufacturing industries but has over the years evolved into diverse business sectors to gain reputation as the main factor to achieve competitive advantage...
M.Ing. (Engineering Management)