The Introduction and a Framework for TQM

Abstract

TQM: An Overview and the Role of Management 5 keep a unit in operation and in trying to emphasize excellence, just count the number of times the word 'quality' is used in the argument or presentation. Quality as a concept is quite difficult for many people to understand, and much confusion and myth surround it. In a linguistic sense, quality originates from the Latin word 'qualis' which means 'such as the thing really is'. There is an international definition of quality: 'the degree to which a set of inherent characteristics fulfils requirements' (ISO 9001 2015). However, in today's business world there is no single accepted definition of quality. Irrespective of the context in which it is used, it is usually meant to distinguish one organization, event, product, service, process, person, result, action, or communication from another. Preventing confusion and ensuring that everyone in an organization is focused on the same objectives, there should be an agreed definition of quality. For example, BetzDearborn Inc. defines quality as: 'That which gives complete customer satisfaction', and Rank Xerox (UK) as 'Providing our customers, internal and external, with products and services that fully satisfy their negotiated requirements'. North West Water Ltd use the term 'business quality' and define this as: Understanding and then satisfying customer requirements in order to improve our business results. Continuously improving our behaviour and attitudes as well as our processes, products and services. Ensuring that a customer focus is visible in all that we do.