Total qulity management

May 13th, 2015
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“TQM is an organizational strategy with accompanying techniques that deliver quality products and/or services to customers”.Focus - Trying to meet or exceed customer expectations.

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Trends In ManagementTrends in Management16 July 2014Prof. I.S.F. Irudayaraj, XLRI, OB-1 for HRM1Environmental Changes: Globalization InformationTechnology Total Quality & Diversity and Ethics16 July 2014Prof. I.S.F. Irudayaraj, XLRI, OB-1 for HRM2Total Quality ManagementDef. Many, yet a comprehensive one isTQM is an organizational strategy withaccompanying techniques that deliver qualityproducts and/or services to customers.Focus - Trying to meet or exceed customerexpectations.Characteristics of TQM:an organizational strategy not just anothertechnique;the way the org. is managed not just somethingin addition to everything else.16 July 2014Prof. I.S.F. Irudayaraj, XLRI, OB-1 for HRM3Cultural Elements / Core valuesin the total quality organization: (Luthans, 1995, p31) Make it right for the customer at any cost. Internal customers are as important asexternal customers. Respond to every customer inquiry orcomplaint by the end of the day. Answer the phone within two rings. The customer is always right. Not only meet customers expectations,but delight the customers in the process.16 July 2014Prof. I.S.F. Irudayaraj, XLRI, OB-1 for HRM4Cultural Elements / Core values TQM (Luthans, 1995, p31) Teamwork & cooperation are more importantthan individual action and gamesmanship. Everyone is involved in the quality effort; n

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