This book is one in a series of other management training books that have been put together to add to the body of knowledge in the various areas of management. The aim is to develop managers to become more effective and effcient in what they do.

This book takes cognisance of the ever-growing importance of customers and their role in organisational competitiveness. An attempt has been made to cover the main aspects of TQM, from identifying customer needs and requirements to quality planning, supplier relationship building, and human resources. The book comprehensively addresses the philosophies behind total quality management.