The history of quality management, since simple �inspection� to Total Quality Management, and its current �branded interpretations such as �Six Sigma�, has led to the development of indispensable processes, ideas, theories and tools are vital to organisational progress, change management, and the performance improvements that are usually desired for individuals, teams and organisations. The management of quality has evolved away from its roots in statistics and the quality control function. Nowadays, it is believed to be framework for "competitive" management. Quality has several definitions and proponents of quality systems use different expressions such as �quality assurance�, �total quality control� and �continuous improvement�. However Besterfield (1990) defines quality as �all the features and characteristics of a product or service that contribute to the satisfaction of a customer�s needs�. Basically this author declares that quality is conformance to stipulations and the degree of conformance is the measure of quality. Before the concepts and ideas of TQM were form......

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