According to Vincent and Joel, the concept of total quality began gaining popularity as a business strategy in the US in the late 80s and 90s (2004). But individual features of this concept (such as problem-solving tools, team building, customer service, process documentation, statistical process control and design of experiments) have been employed by some companies for a number of years. Total quality management, TQM, can be defined as the integration of all functions as well as processes within a company with the aim of achieving continuous improvement in the quality of products and services. The objective is ensuring customer satisfaction. TQM is based upon a number of notions: The concept means looking at quality in the perspective of every function of the enterprise, a start-to-finish technique integrating inter-related roles at every level. Total quality management is a systems approach, which pays attention to all interactions between different elements of the firm.
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