Introduction: Quality management programs have been around for decades. They have been touted by consultants and quality control experts as essential to the success of any organization. Typically, the argument in favor of implementing a quality management program goes something like this: In an increasingly competitive global marketplace, a company's ability to deliver a quality product on time every time is a prerequisite for remaining competitive and for increasing customer loyalty and sales revenues. Consistent delivery of quality products and services can only be accomplished in an organization that has developed a quality control program to ensure consistent and sustainable levels of internal quality control. Quality management programs improve quality and productivity while lowering total cost and improving customer satisfaction and employee morale.
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