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Year 2013 50 Downloads
Volume/Issue/Review Month Vol. - VI | Spl. Issue I | January
Title Total Quality Management: An Overview
Authors Dr. K. C. Padhy
Broad area Total Quality Management: An Overview
Abstract
Customer orientation is central to quality definition. Quality is different from
view points of customer, labourer, production personnel, marketing personnel
and service organization. The customers 7 quality indicators – quality service,
volume, customer friendly administration, location, interrelationship with staff,
timeliness and yield from service may be described as ‘Q-VALITY’ TQM has 3
dimensions – human, logical and technological. Quality costing is the first
step. 90% of quality cost is related to appraisal and failure type activities.
Some Dos and Don’ts are prescribed. Total quality oriented planning takes
into account 3 dimensions of TQM – customer, shareholders and employees
and above all, environmental issues. TQM succeeds if top management has
will to implement and ability and willingness to take strategic decisions. The
pitfalls to avoid are: cosmeticism, copycateism, tokenism, firefighting,
sectionalism, sloganism, inadequatism and training cure-all solution.
DOI Quality is ‘degree of excellence’ as described by ISO 8402. Customer orientation is central to the quality definition. For customer, quality is maximisation of their satisfaction. For the top management, quality is satisfaction of shareholders of the
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