TOTAL QUALITY MANAGEMENT. By Bhupendra Ratha, Lecturer School of Library and Information Science Devi Ahilya University, Indore Email: firstname.lastname@example.org. Quality. Quality is “fitness for use” (Joseph Juran) Quality is “conformance to requirements” (Philip B. Crosby)
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TOTAL QUALITY MANAGEMENT By Bhupendra Ratha, Lecturer School of Library and Information Science Devi Ahilya University, Indore Email: email@example.com
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
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.
Elements of TQM • Organizational structure • Responsibilities • Procedures • Recourses
Customer Satisfaction Shareholder Satisfaction Employee Satisfaction LEARNING AND TQM Learning Process Improvement Quality Improvement
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