Concept of Control in Total Quality Management

The essence of control is actions which adjust operation’s predetermined standards, and its basis is information in the hands of managers. Usually whenever we think of term control, we imply that we are talking about controls in place in industrial or technical setup. However, control, including quality control, also involves office productivity, such as improved customer service, elimination of bottlenecks and reduction in paperwork mistakes.
Control can focus on events before, during or after a process. For example, a local car dealer can focus on activities before, during or after sales of new cars. Careful inspection of new cars and cautious selection of sales employees are ways to ensure high quality profitable sales even before those sales take place.
Monitoring the way sales people act with customers would be considered control during the sales task. Counting the number new cars sold during the month or telephone buyers about their dissatisfaction with the sale transactions would control after sales have occurred