Total Quality Management

Total Quality Management

          Total Quality Management (TQM) is an enhancement to the traditional way of doing business.

Total                           -           Made up of the whole

Quality                        -           Degree of Excellence a Product or Service provides.

Management              -           Art of handling, controlling, directing etc.

TQM is the application of quantitative methods and human resources to improve all the processes within an organization and exceed CUSTOMER NEEDS now and in the future.

DEFINING QUALITY :

Quality can be quantified as follows

                                    Q = P / E

Where,           

Q          =          Quality

                        P          =          Performance

                        E          =          Expectation

DIMENSIONS OF QUALITY :

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Dimension                                        Meaning and Example

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Performance              Primary product characteristics, such as the brightness of the picture  

Features                     Secondary characteristics, added features, such as remote control

Conformance             Meeting specifications likes height, weight, shapes, design or industry standards, workmanship

Reliability                   Consistency of performance over time, average time of the unit to fail

Durability                   Useful life, includes repair

Service                        Resolution of problems and complaints, ease of repair

Response                   Human – to – human interface, such as the courtesy of the dealer

Aesthetics                   Sensory characteristics, such as exterior finish

Reputation                 Past performance and other incapable, such as being ranked first