This edition provides sufficient depth to be used for an introduction to TQM (total quality management). The book is re-arranged by the lecturers of the UNISA TQM programme (offered by the Centre for Business Management). The chapter sequence was adapted to accomodate the four modules of the TQM programme. The book forms the basis of the first three modules and it also introduces module 4 of the programme. A few unique chapters on OSH (Occupational Safety and Health) were also included in the book to enrich the internal customer and QWL (quality of work-life) focus of the programme.