This document discusses Total Quality Management (TQM). It defines TQM as managing the whole organization to achieve excellence through continuous improvement of processes. The key aspects of TQM are focusing on customer satisfaction, continuous process improvements, and facilitating all employees to achieve quality products/services. TQM views improved quality as leading to improved productivity, unlike the traditional view. The document outlines several principles of TQM, such as customers determining quality and top management providing leadership and support. It contrasts traditional and continuous improvement approaches.