Total Quality Management.

1 I.INTRODUCTION Over the last decade, the goal of organizations has been to provide a high level of quality of products and service at the lowest cost in order to reach customers' satisfaction and to be the most competitive. Quality has become crucial in the success or failure of organizations. The increased emphasis on quality has lead many of them to adopt a Total Quality Management Approach. 1.1Definition Total Quality Management (TQM) Total: Every person …

…their job, the way the job is done and the quality of the result. TQM requires a teamwork. Therefore the role of the first-line manager is to create a working environment based on communication, trust, honesty, loyalty where every staff member is motivated to take responsibilities to provide a high quality product, service. Every staff member need to be trained in order to acquire the right skills required to provide that high quality product, service.