Quality is not an option, but a necessity to survive and thrive in an environment of global competition. At SHEFEL PARTS & SERVICE (PVT) LTD we aim to provide total customer satisfaction that will lead to customer loyalty and by using Total Quality Management techniques, we can locate waste, identify its causes and eliminate it. A good example of waste is rework, which is often more costly than doing the job right in the first place. A common business concept is known as the “1-10- 100 Rule”. If it takes one unit of costs or effort to complete a job correctly, it will take 10 times that effort to correct an error before it reaches the customer. And once it has reached the customer, it will take 100 times the cost and effort to correct the situation, not to mention the loss of customer goodwill.