112 страниц. 2013 год. LAP Lambert Academic Publishing TQM is the process of managing people and business processes to ensure complete customer satisfaction at every stage. It encourages the culture of high employee participation with all organizational members and processes working together, having their focus on the customer and pursuing continuous improvement. To achieve this management of organization must have a vision, be committed to it and get employees to do same and also build long term relationships with customers and suppliers all towards continuous improvement. The study used Employee and Customer Satisfaction Surveys and Clinical Laboratory practices as TQM tools to evaluate how the Laboratories in the KATH were adapting to the principles of TQM.