Total Quality Management (TQM) is having a big impact in various areas of business, but according to the textbook, one of the primary areas is in improving customer satisfaction and loyalty. By focusing on continuous improvement and a customer-centric approach, TQM helps companies to identify and address customer needs and expectations, leading to increased satisfaction and loyalty. TQM also emphasizes the importance of employee involvement and empowerment, which can further contribute to improved customer satisfaction by ensuring that employees are motivated to provide high-quality products and services.