What Is Quality Management?
CONCEPT AND PHILOSOPHY OF TOTAL QUALITY MANAGEMENTS
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| CONCEPT AND PHILOSOPHY OF TOTAL QUALITY MANAGEMENTS 1. INTRODUCTION In the present competitive environment, survival of the organizations depends on their ability to continuously improve as per the expectations of the customers. Quality is critical in achieving competitiveness in domestic and global market. Though there are wide variety of concepts surrounding the term quality, all writers agree that quality is one of the important critical success factors to achieve competitiveness in organizations. Quality has expanded beyond the concept of customer satisfaction with products and services to the concept of creation of worth for all stakeholders. In this context, overall business excellence is replacing the narrow objective of meeting customer specifications to improving the performance of the whole system. This includes array of issues, including environment, occupational health and safety, and social responsibility. 6 The success of TQM mainly depends on the achievement of internal as well as external customer satisfaction. Internal customer satisfaction is a prerequisite to achieve external customer satisfaction. Quality is a journey starting from design, to conformance, and ends at better performance. This process considers quality as a never ending improvement (Gitlow, 1989). Quality of design → conformance → performance a. Quality of design This is the degree of achievement of purpose by the design itself. It starts with market research, sales feedback analysis and continues the development of a product/service that would satisfy the customer. b. Quality of conformance It is the extent to which a firm, its processes and its suppliers are able to surpass the design specifications required to serve the needs of the customer. c. Quality of performance This identifies the extent to which customer needs are satisfied by performance of a product/service over a period of time. Download 227.19 Kb. Share with your friends:
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