TQM is the art of managing all the activities of an organization to achieve excellence. It is a philosophy and a set of guiding principles that represent the foundation of a continuously improving organization, wherein the application of quantitative methods and human recourses are sought to improve all the processes within the organization so as to meet and exceed the customer needs now and continuously with change of time. It is a proven technique to ensure survival in the era of globalization of trade. TQM can be defined as an integrated organizational approach in delighting customers (Both Internal and External) by meeting their expectations on a continuous basis through everyone involved with organization working on continuous improvement in all products, services and processes along with proper problem solving methodology.

Quality definition and its dimensions

The expression Quality has to be understood clearly from the customer point of view for the success of TQM Programme. One usually thinks about Quality in terms of an excellent product or service that fulfills or exceeds the expectations. These expectations are based on the intended use and the selling prize. If a product or service surpasses the expectations one relate it with the quality. Thus it is more or less an intangible thing based on perception. The Quality can be quantified as follows:

Q = (P / E),

Where, Q- Quality, P- Performance and E- Expectations

If Q is greater than 1 then the customer has a good feeling about the product or service. It should be noted that based on perception P is determined by the organization and E determined by the customer.

As per ISO 9000:2000, quality is defined as the degree to which a set of inherent characteristics fulfill requirements. Degree means that quality can be used with adjectives such as poor, good and excellent. Inherent is defined as existing in something, especially as a permanent characteristic. Characteristics can be quantitative or qualitative. Requirement is a need or expectation that is stated; generally implied by the organization, its customers and other interested parties; or obligatory. Quality has different dimensions as mentioned below:

TQM is an approach to management that can be characterized by its principles, practices, and techniques and emphasized on customer focus, continuous improvement, and teamwork.

Basic Principles and Concepts of TQM:

The TQM programme is a continual activity that must be entrenched as culture and requires the following six basics principles and concepts knitted by effective communication:

• Top management Commitment- Leadership
• Focus on customer- Customer Satisfaction
• Effective involvement and utilization of entire employee
• Continuous improvement
• Treating suppliers as partners
• Establishing performance measures for the processes