1. TOTAL QUALITY MANAGEMENT
UNIT -I
INTRODUCTION

2. 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

3. 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

4. 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”.

5. 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

6. 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 , 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

7. 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

8. 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