“Quality in a service or product is not what you put into it. It is what the client or customer gets out of it”- Peter Drucker. Quality management is the act of overseeing all activities and tasks needed to maintain a desired level of excellence. It includes the determination of a quality policy, creating and implementing quality planning and assurance, and quality control and quality improvement. Quality management ensures that an organization, product or service is consistent. It is focused not only on product and service quality, but also on the means to achieve it. Quality management ensures high quality products and services by eliminating defects and incorporating continuous changes and improvements in the system. Total quality management (TQM) is the continual process of detecting and reducing or eliminating errors in manufacturing, streamlining supply chain management, improving the customer experience, and ensuring that employees are up to speed with training. It has evolved over four stages: quality inspection, quality control, quality assurance, and finally TQM. High quality products in turn lead to loyal and satisfied customers who bring ten new customers along with them.

Abhijith S

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