“Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.” – Peter Drucker. Total quality management describes a management approach to long term success through customer satisfaction. The primary elements of TQM are: Customer focus, Total employee involvement, Process centered, Integrated system, Strategic and systematic approach, Continual improvement, Fact based decision making, Communications. To know more on this aspect, please go through the following link:
http://asq.org/learn-about-quality/total-quality-management/overview/overview.html