Abstract:

Quality management has been a very popular topic of attention for researchers across the globe. However, this interest in recent years have shifted in the direction of creating a culture of quality. (Kumar, 2021).

The origin of the concept of total quality management (TQM) is not clearly defined. It is believed that this concept appeared sometime at the turn of the 70s and 80s of the last century. Quality Management (QM) has been based on this definition since the beginning of the 20th century. For several decades already, business organizations have been identifying, describing, and, in some cases, standardizing (for instance, ISO 9001) their business processes by introducing quality management systems and applying/constructing quality management models. (Stravinskiene, 2020)