Providing accessible coverage of the basics and practical aspects of total quality management, this book is intended for students of management and engineering. The text adopts a realistic approach to the teaching of the subject with the principal focus on the philosophy of total quality management and its role in today?s world of fierce business competition. ? Discusses the mechanism of quality control, quality assurance and different types of quality control tools and their usage. ? Features the Japanese management philosophy, quality awards and standards. ? Presents the differences between total quality management and business process re-engineering and approaches to integrate them. ? Describes the various aspects of benchmarking, capability maturity model and customer relationship management.