Kvaliteta je pojam koji je široko prihvaćen u velikom broju poduzeća širom svijeta. Suvremeni koncepti kvalitete i sustavi upravljanja kvalitetom predstavljaju efikasno sredstvo ostvarenja temeljnih ciljeva tvrtke osiguravajući time opstanak i prosperitet tvrtke. Potpuno upravljanje kvalitetom predstavlja jedan model u kojem se poslovanje određenog poduzeća nadgleda kako bi se postigla što bolja kvaliteta proizvoda i usluga. Upravljanje kvalitetom jednako je važno za sudionike procesa proizvodnje ili pružanja usluga, kao i za korisnike proizvoda ili primatelje usluga. Za uspješno upravljanje kvalitetom poduzeću stoje na raspolaganju različiti sustavi, modeli, metode, tehnike i/ili alati. To je zapravo efikasno upravljanje koje zahtjeva potpunu participaciju svih zaposlenika na svim organizacijskim razinama i smatra se načinom organizacijskog života. Svi oni imaju ulogu olakšati proces upravljanja kvalitetom te osigurati zadovoljnog kupca proizvoda i usluga.

Quality is a term that is widely accepted in a large number of companies around the world. Contemporary quality concepts and quality management systems, with their postulates, represent an effective and efficient means of achieving the company's fundamental goals, thus securing the survival and prosperity of the company. Full quality management is a model in which a company's business is overseen in order to achieve the best quality of products and services. Quality management is equally important to participants in the production process or service delivery, as well as for product users or service recipients. Various systems, models, methods, techniques and / or tools are available for successful quality management. This is actually an efficient management that requires full participation of all employees at all organizational levels and is considered as organizational life. They all have the role of facilitating the quality management process and ensuring a satisfied customer of products and services.