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Quality and quality management
objectives and responsibilities, and implementation of them by means such as quality planning, quality control, quality assurance and quality improvement within a defined quality system. Quality Management System “QMS” describes the entire system developed by an organization involving the establishment of a quality policy and quality objectives and the processes to achieve those objectives. Quality Manager This is the individual within an organization charged with achieving quality, and who is given the authority (and resources) to pursue it; the senior manager responsible for the organization’s quality system. Quality Manual This document describes an organization’s quality management system. Quality Objective This is something that is sought, or aimed for, in relation to creating or defining quality. Quality Planning The part of quality management that is focussed on setting quality objectives and specifying the necessary operational processes and related resources to fulfill quality objectives. Quality Policy The overall intentions and directions of an organization, as specified by management, related to the fulfilment of quality requirements. Quality System The organizational structure, procedures, processes and resources for implementing quality management. Total Quality Management The management approach of an organization, centered on quality and based on the participation of all its members, that aims at long-term success through customer satisfaction and creating benefits to all its members and to society. An example of quality in action
Consider a company that manufactures TVs. The company receives many complaints from its customers that the TV sets they buy do