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Tqm, Total Quality Management

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TOTAL QUALITY MANAGEMENT

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UNIT – I

INTRODUCTION

9

Definition of Quality, Dimensions of Quality, Quality Planning, Quality costs - Analysis Techniques for Quality Costs, Basic concepts of Total Quality Management, Historical Review, Principles of TQM, Leadership – Concepts, Role of Senior Management, Quality Council, Quality Statements, Strategic Planning, Deming Philosophy, Barriers to TQM Implementation

Definition of Quality
QUALITY  A high degree of excellence  Electronic gadgets by SONY  Suiting’s by RAYMOND  Storewel by GODREJ  Aircraft Engines by ROLLS ROYCE  Degree to which a set of inherent characteristic fulfils requirements  Degree – poor / good/ bad  Inherent – existing in something as a permanent characteristic eg. Coal from India, Australia  Characteristic – Can be Qualitative / Quantitative  Fulfilling – satisfying / meeting the requirements  Requirements – needs, wants ,desire   Conformance to specifications - as per JOSEPH JURAN Quality – Customers’ perspective  Fitness for use - as per PHILIPS CROSSBY: how well the product function supposed to be  Quality of Design : Designing Quality characteristics into a product / Service    for eg. Cars from Mercedes Benz and Ford Motors are equally ‘fit for use’ but with different design dimensions Machineries from England and Germany are rugged and robust design whereas Japanese machines are high performance with limited life span say, 5 years Quality is conformance to requirements - as per ISO 9000  It is a measure of the degree to which the product meets its design standards which may relate to materials, performance, reliability, time or any quantifiable characteristics   The result of care – for eg. The sincerity of a housemaid A product or service free of deficiencies – food items in restaurants, cleanliness of dining area, free from bad odour,…...

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