15. Barriers to TQM Lack of Management Commitment
Misunderstanding about TQM Concept
Improper planning
Lack of employees commitment
Lack of effective communication
Lack of interest or incompetence of leaders
Inadequate use of empowerment and team work
Delay of quality improvement team’s recommendation.
Ineffective measurement techniques.
Lack of faith in and support to TQM activities among management personnel
Failure to appreciate TQM as a cultural revolution

16. Quality Statements Vision Statement Mission Statement
Quality Policy Statement

17. Vision Statement
Short declaration of what organization aspires to be tomorrow
Where leadership sees the organization in the future
Describes aspiration for the future, without specifying the means that will be used to achieve those desired ends

18. Characteristics Easily understood by all stakeholders
Challenging, yet attainable
Capable of stirring excitement for all stakeholders
Not concerned with numbers
Capable of creating unity of purpose among all stakeholders
Briefly stated, yet clear and comprehensive in meaning.

19. Mission Statement Key Elements Obligation to stakeholders
Scope of the business
Sources of competitive advantage
View of the future

20. Quality Policy Statement
It is a guide for everyone in the organization as to how they provide products and service to the customers
Used as a guide to managerial action
Important requirement of ISO 9000 Quality systems.

21. Customer Focus Customer Orientation Customer Satisfaction
Customer Complaints
Customer Retention

22. Factors Influencing Customer Perception of Quality

23. Customer Satisfaction
Who are the Customers
Types of Customers
Customers Supplier chain

25. Customer Complaints What is Customer Complaint
Why is Customer Complaint Necessary
Sources for Customer Complaint
Related to Product Itself
Related to After Sales Service
Feedback Collection Tools

26. Feedback Collection Tools
Comment Cards
Customer questionnaire
Post-transaction surveys
Report cards
Focus Groups
Social Media
Toll-Free telephone numbers
Customer Visits
Employee feedback

27. Customer Complaint Flowchart

28. Customer Retention
Process of retaining the existing customers. It is more powerful effective than customer satisfaction
Customer care: Every activity which occurs within an organization that ensures that a customer is not only satisfied but also retained.

29. Costs of Quality Concept and Definition of Quality Costs
Cost of Quality Mountain
Elements of Quality Costs
Optimum Quality Costs (Economic Model)

30. Elements of Quality Costs
Prevention Costs
Appraisal Costs
Internal Failure Costs
External Failure Costs

31. Optimum Quality Costs (Economic Model)
Costs of Internal and external failure Curves
Costs of Appraisal plus prevention curve
Total quality costs curve