Total Quality Management (TQM) is an approach to business that looks critically not only at the products and services a company provides in relation to the process it employs to create them but also at the work force, to ensure that outputs fully satisfy customer requirements. This book is designed to help students develop basic appreciation of quality concepts and learn the tools and techniques of Total Quality Management, to face the challenges of 21st century better. The book begins with the introduction to TQM and then logically progresses to Kaizen, quality improvement tools, TQM–models, quality management systems, quality audit, and concludes finally with a chapter on customer driven quality. Features* Precise and eloquent exposition on TQM logically arranged in seven discrete yet free flowing chapters, to cover the entire spectrum of knowledge on TQM.* Simple and lucid presentation of topics—makes learning a truly enjoyable experience.* Rich core text supported by numerous Contents* Introduction to TQM* Kaizen* Quality Improvement Tools* Total Quality Management–Models* Quality Management Systems* Quality Audit* Customer Driven Quality