Shows students and managers what they need to understand about Total Quality Management (TQM). Part of a series of pictorial guides, this work enables students and managers to grasp the basic concepts of TQM. '... excellent drawings providing easy to understand visual explanations and anecdotes.'Professional Manager'... a worthwhile read for anyone who seriously wants to improve the quality of their service. It might even convert a few sceptics.'Tim Cornick'If you are looking for a short but comprehensive introduction to Total Quality Management, then this may be the book for you.'British Journal of Administrative Management, July/August 1997