Total Quality Management; Communication Outside and Inside

Implementing Total Quality Management (TQM) into a company’s business practices results in increased customer satisfaction and retention, improvements in company’s internal satisfaction, and increases in revenues. Quality, which is measured through customer satisfaction, is the best market advantage and presence as well as staying power. The customer is the final arbiter of product and service quality and customer loyalty, retention and market share gain are best optimized through a clear focus on the needs of current and potential customers. The objective of this paper is to underline the interconnection between marketing and quality management and interdependence of two diverse disciplines marketing and quality management, as the keys of organization competitive advantage. Marketing and quality management shows that these two fields are inseparable and have been linked by four factors: Customers, quality, business productivity and competitiveness and ultimately business ethics. The future of quality: Customers have become more informed and demanding, competition more intense and the pace of technological change has quickened. Most people now recognize that quality is the key to achieving sustained competitive advantage