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”.

Why customers feedback/complaint necessary? Customer Complaints The complaint is any response or opinion of a customer upon a product/service Why customers feedback/complaint necessary? To discover customer dissatisfaction To identify customers needs To discover relative priorities of quality To compare performance with the competition To determine opportunities for improvement

Tools used for collecting customers complaints Comment card: normally attached to the warranty card, issued with the product at the time of sales Customer questionnaire: survey through mail, survey through E-mail , survey through telephone Focus groups: It includes customer meeting Tool free telephone numbers customers visits, i.e., visits to customers place Report cards/showroom feedback

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