MO 4 TQM - Management Science II Dr.G.Srinivasan MODULE 4...

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Management Science II Dr.G.Srinivasan Indian Institute of Technology Madras MODULE 4 Total Quality Management Total Quality Management Management Approach of an Organization centered on Quality based on participation of all its members and aiming at long term success through customer satisfaction, and benefits to all members of the organization and to society. TQM is based on continuous improvement and involves a cultural change Definition Of Quality The totality of characteristics of an entity that bear on its ability to satisfy the stated and implied needs (ISO 8402 - 1994). Ability of a set of inherent characteristic of a product, system or process to fulfill requirements of customers and other interested parties. Elements Of Tqm Top management commitment Customer involvement Design products for quality Design production process for quality Control production process for quality Develop supplier partnerships Customer service, distribution Building teams of empowered employees Benchmarking and continuous improvement 1
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Management Science II Dr.G.Srinivasan Indian Institute of Technology Madras The Customer A customer is the most important person in the organization He is not an interruption in our work. He is the purpose of it.
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This note was uploaded on 03/04/2011 for the course HR 303 taught by Professor Sanghamitra during the Fall '05 term at Indian Institute of Technology, Chennai.

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MO 4 TQM - Management Science II Dr.G.Srinivasan MODULE 4...

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