INTRODUCTION
Among various definitions of total quality management (TQM), one definition
tendered here is, “TQM is the totally integrated effort for gaining competitive
advantage by continuously improving every facet of organization culture”. TQM
focuses externally on meeting customer(s) requirements exactly, while internally on
management commitment, and employee training and education. The main objective of
TQM is to entrench quality into processes, thus products and services. TQM focuses the
entailment of everyone inside an organization (including internal customer) and linked
persons outside the organization, such as customers (External). The ISO 9000 series are
basically standards ‘used for external quality assurance purposes and designed for
internal use’. It has become the key tool for service/product reliability and customer