Current thinking in management theory and practice lean towards giving everyone in an organization the task of delivering quality service.
This is in contrast with earlier views that thrust the task of maintaining quality control on a ‘quality controller’.
A quality controller is the person that stands at the end of the production line checking final output.
In a service industry like a law firm, the partner that cross check on work of the lawyers before it is filed at the court Registry or sent to clients may be described as the quality controller.
Delivering quality services is something that should permeate an organization, i.e. From the moment it takes delivery of its raw materials to the moment its finished goods leave.
The total quality management views task in any organization as a process or workflow with the objective of each stage being to define and meet the customer requirement in order to satisfy the customers at the lowest cost.