Introduction Numerous researches demonstrate that total quality management is the predominant factor in maintaining the sustainable competitiveness of business organizations and generating the best results (e.g. Easton & Jarrell, 1998; Hendricks and Singhal, 1997; Lemak et al., 1997; Understanding the importance of quality? , many organizations have appointed a quality manager to manage the quality operations as a whole. To study the contributions of TQM, taking a medium-sized production as an example, what should a quality manager do to improve overall performance? article, playing the role of Quality Manager, I will propose my recommendations based on three main points: understanding quality and improvement, understanding the system and developing a total quality management strategy.1. Understanding quality and improvement. There is no common definition of quality, so there is no common requirement for quality standard. Each service or product has its specific characteristics, consequently the customer will require these products or services differently to satisfy their needs. Building on this point, Juran said: Quality is often used to mean “excellence” of a product or service. So it's simply about meeting the customer's needs. In other words, Feigenbaum suggested: "the overall marketing, engineering, manufacturing, and maintenance product and service characteristics through which the product and service in use will meet customer expectations"’.