Total Quality Management (TQM) is a business administration approach centered around the belief that long-term success is achieved through consistent customer satisfaction. TQM emphasizes that quality is the job of everyone in an organization, maintaining a focus on continuous improvement practices and reducing errors (Goetsch & Davis, 2014).

This system evolved from the integration of quality control principles. Initially, quality was solely the responsibility of the production department. However, the philosophy of TQM advocates that quality is the responsibility of everyone involved in the process, including suppliers, employees, and management. It highlights a company-wide commitment to customer orientation and continuous improvements (Dahlgaard-Park, 2011).

The implementation of a TQM system calls for a radical shift in the organization's culture. It necessitates a high level of dedication, commitment, and participation from all members of the organization. The workforce is regarded as an essential element in the quality management journey, their suggestions and participation are valued and encourage a culture where problem identification and continuous improvement are embedded in daily operations (Dean & Bowen, 1994).

Critical elements of TQM include customer satisfaction, employee involvement, and continual improvement practices. Customer satisfaction is the primary goal of TQM, thus, the organization should strive to exceed customer expectations, not just meet them. Employee involvement is another vital aspect of TQM, as they are the ones who are actively involved in the production or service process and hence need to be empowered to identify and rectify quality bottlenecks. Continuous improvement highlights that there is always room for improvement, no matter how minor (Powell, 1995).