As companies came to recognize the broad
scope of quality, the concept of total quality
(TQ) emerged. Total Quality is a peoplefocused
management system that aims at
continual increase of customer satisfaction at a
continually lower real cost. TQ is a total system
approach (not a separate area or program) and
an integral part of a high-level strategy; it works
horizontally across functions and departments,
involves all employees, top to bottom and
extends backwards and forwards to include the
supply chain and the customer chain. TQ
stresses learning and adaptation to continual
change as keys to organizational success
(Procter & Gamble, 1992).