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Chapter 8Quality Management Total Quality Management Defined Quality Specifications and Costs Six Sigma Quality and Tools External Benchmarking ISO 9000 Service Quality Measurement Total Quality Management (TQM) Total quality management is defined as managing the entire organization so that it excels on all dimensions of products and services that are important to the customer Quality Specifications Design quality: Inherent value of the product in the marketplace Dimensions include: Performance, Features, Reliability/Durability, Serviceability, Aesthetics, and Perceived Quality. Conforma