ing department organise the shop floor.
             What is quality? There is no such a simply answer for describe to quality. Basically Quality has been defined as being about value(Feigenbaum,1983); conformance to standards, specifications or requirements(Crosby, 1979; fitness for use ( Juran,1989); quality is excellence(Peters and Waterman, 1982); meeting or exceeding and customer expectations(Parasuraman,1985); and more prosaically as "delighting the customer" (Peters,1989).
             Total Quality Management, as often called TQM, is a mindset and a set of well proven processes for achieving the mindset. The mindset is that everyone in your organization understands what their customer's expectations are and they meet those expectations every time. There is a great deal of value to you if your organization adopts this mindset, right through the whole organization; you will have satisfied customers who will want to continue doing business with you. A satisfied customer is the least expensive way to generate revenue and profit; your operating costs will be kept at a minimum because your employees will not be occupied with customer service problems, rework, etc; you will be able to expand you business without hiring additional staff. Your staff will be much more productive; you will have employees who are better motivated and satisfied with their jobs.
             There are some basic principles of TQM. Such as; Quality can and must be managed, remember everyone has a customer and at the same time is a supplier, processes, not people are the problem, every employee is responsible for quality, problems must be prevented, not just fixed, quality must be measured, quality improvements must be continuous, the quality standard is defect free, goals are based on requirements, n
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