Quality - A Tool for Achieving Excellence
For an organization to be successful it is of paramount importance to exceed the customer expectations as to generate customer delight. One of the best ways of doing this is by providing quality products and services.
In technical language, quality means to a product adhering to the specifications. For customer probably meeting or exceeding the expectation could be quality.
Therefore, quality has different meaning to different people, for example, in automobile industry quality means cars with no defects and works smoothly. Quality involves meeting and exceeding of customer expectations. So to summarize quality is:
According to industry and users quality has many definitions some of them are as follows:
Accordingly, Customers look at quality in different areas as follows:
Total Quality Management (TQM)
The two main objectives of Total Quality Management are 100% customer satisfaction and zero defects. TQM is a process beyond quality of product or services; it deals with the business philosophy of the organization. TQM propagates the concept of doing right things right and at first time itself. In TQM:
The main focus of the total quality management is as follows:
Considering above focus points, scope of TQM can be defined as follows:
Total Quality Management gives a great importance to customers and suppliers. Here customers and supplier both can be internal as well external. The relationship of organization with customers as well supplier is critical in continuation of TQM. Therefore, it is important to understand customers and suppliers.
Principles of Total Quality Management
The main principles of Total Quality Management are as follows:
- Warehouse and Materials Management
- Material Handling
- Maintenance Policy and Repair
- Quality Control Techniques
- World Class Manufacturing
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