Description

The Introduction sets the context for understanding quality management and explains why organizations need systematic approaches to improving quality.

Main ideas:

1. What is quality management?
   Quality management involves managing an organization’s activities so that its products or services consistently meet customer requirements and organizational objectives.
2. Quality is an organizational responsibility
   Quality is not only the responsibility of a quality-control department. It involves management, employees, processes, suppliers, and customers.
3. Total Quality Management (TQM)
   TQM takes a broad approach to quality. It emphasizes continuous improvement, customer focus, employee involvement, and effective processes.
4. Strategic quality management
   Quality should be connected to the organization’s overall strategy and performance, rather than treated as a separate technical activity.