Today’s organization can gain importance on their products and services embedded with quality .The quality tentacles could be seen everywhere in the organization which is ultimately called as “Total Quality Management”. Customer is in the fore front of the Total Quality Management process because the entire exercise is focused towards customer satisfaction ultimately ending up with customer delight. The Total Quality Management helps in shaping for the future. This unit deals with Quality Management – Definitions, TQM framework, Benefits, Awareness and Obstacles, Quality – Vision, Mission and Policy Statements, Customer Focus – Customer Perception of Quality, Translating needs into requirements, Customer retention,
Dimensions of Product and Service Quality, Cost of quality.

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