TOTAL QUALITY MANAGEMENT UNIT -I INTRODUCTION

TQM is the act of managing the whole to achieve excellence INTRODUCTION TQM is an enhancement to the traditional way of doing business. It analyzing three words like T – Made up of the whole Q – Degree of excellence a product/ service provides M – Act , art (or) manner of handling, controlling, directing etc…. TQM is the act of managing the whole to achieve excellence

DEFINITION OF QUALITY Quality =P/E P = Performance E= Expectation Quality is the totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs Quality =P/E P = Performance E= Expectation

DEFINITION OF TQM It means “ the organizations culture is defined by and supports the constant achievement of customer satisfaction through an integrated system of tools, techniques and training”.

Service Quality Or Customer Service/Care Customers service is the set of activities an organization uses to win the customers and retain their good wise. This services is provide Before the sale of product During the sale After the sale of product

Elements Of Customer Service Organization Identify the each market segment Communicate the requirement Customer care Meet the customers expectations Get the customers point of view Respond to all complaints Provide comfortable customers reception area Communication Minimize the no of contact points Wire documents in customers friendly language Front-line people Challenge them to develop better methods Give them the authority to solve problems Recognize and reward performance Leadership Listen to the front line people Strive for continuous process improvement

Customer Retention It represents the activities that produce the necessary customer satisfaction that creates customer loyalty Customers retention can be improved by obtaining customer feed back & by measuring customer satisfaction