Quality ought to be a fundamental concern for any organization that wishes to, at the very least, survive in the marketplace today. In a logistics system, quality entails ensuring that customer needs and expectations are met by delivering the right products, for the right cost, in the right condition and quantities, and at the right time and place (Korinek & Sourdin, 2011). The concept of total quality management is born when the quality imperative is integrated into a logistics system. It can, therefore, be defined as a concept "supported by a managerial system focused on meeting customer expectations with respect to all needs, from all departments or functions of an organization" (Bowersox, Closs, Cooper & Bowersox, year).

Total quality management is crucial because it enables an organization to meet the requirements and expectations of its customers and to subsequently ensure that they stay loyal to it. No organization can afford...
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