Introduction
Total quality management as a business concept has evolved in meaning to encompass not only the improvement in the quality of processes and systems but to encompass the multi-dimensional aspects of quality-based business operations and product or service delivery to customers. The change was due to the failures experienced by business firms in engaging in total quality management that just focuses on improving production processes without linking this area of change to the culture or values of the business firm. In recognition of the failures experienced by a significant number of business firms applying the limited concept of total quality management, the concept of TQM has been expanded to encompass the different dimensions of business operations to include human resource management, change management, operations management, organisational culture, customer relations, and customer satisfaction. Total quality management has re-emerged to become a promising b...