A good text book for catering to the requirements of the 'B' and 'C' category management institutions. Key Features: Chapter-end questions Two-mark questions and answers Numerous flow charts / block diagrams for better understanding Case studies, chapter-end summary About the Author: N Gupta Asst. Professor, Department of Mechanical Engineering, SKP Engineering College, Tiruvannamalai. B Valarmathi Professor, Department of Computer Science and Engineering, SKP Engineering College, Tiruvannamalai. Table of Content: Chapter 1. Introduction to Total Quality Management Chapter 2. Customer Satisfaction Chapter 3. Statistical Process Control Chapter 4. TQM Tools Chapter 5. Quality Systems