Total Quality Management (TQM) is a comprehensive and integrated management philosophy designed to encourage a customer-focused approach, continuous improvement, cost-reduction and greater profitability. Trainers play a crucial role in the introduction and maintenance of TQM into a company - needing to be consultants as much as deliverers of information, and needing to work at all levels in the organization. This book prepares them for the task, written in a participative style, using case studies, questionnaires and trainer's tips.