This document discusses a quality survey of chairs used in IIPM on the 3rd floor. It defines quality and outlines TQM tools that can be used for continuous improvement. A survey was conducted across 103 chairs in 3 rooms. Issues found included weak or failing hand rests, peeling paint, misalignment, missing brackets and armrests. Flow charts and other TQM tools are proposed to analyze defects, with the goal of building lasting customer relationships through quality.