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TOTAL QUALITY MANAGEMENT. By Bhupendra Ratha, Lecturer School of Library and Information Science Devi Ahilya University, Indore Email: bhu261@gmail.com. Quality. Quality is “fitness for use” (Joseph Juran) Quality is “conformance to requirements” (Philip B. Crosby)

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TOTAL QUALITY MANAGEMENT


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    1. TOTAL QUALITY MANAGEMENT By Bhupendra Ratha, Lecturer School of Library and Information Science Devi Ahilya University, Indore Email: bhu261@gmail.com

    2. Quality Quality is “fitness for use” (Joseph Juran) Quality is “conformance to requirements” (Philip B. Crosby) Quality of a product or services is its ability to satisfy the needs and expectations of the customer Quality is a Journey, not a Destination

    3. TQM • Total Quality Management is a management approach that originated in the 1950's and has steadily become more popular since the early 1980's. • TQM is preferred method to increase the user satisfaction. It reduces the defects of organization and increases the productivity.

    4. Elements of TQM • Organizational structure • Responsibilities • Procedures • Recourses

    5. Customer Satisfaction Shareholder Satisfaction Employee Satisfaction LEARNING AND TQM Learning Process Improvement Quality Improvement

    6. BASIC PRINCIPLES OF TQM • Management Commitment • Employee Empowerment • Training • Suggestion scheme • Measurement and recognition • Excellence teams • Fact Based Decision Making • SPC (statistical process control) • TOPS (Team Oriented Problem Solving) • Continuous Improvement • Systematic measurement • Cross-functional process management • Maintain and improve standards • Customer Focus • Supplier partnership • Service relationship with internal customers • Never compromise quality

    7. Process of TQM