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Customer satisfaction is a key component of TQM philosophy. Discuss the concept, highlighting the distinction between internal and external customers. Definition Total Quality Management is defined as a strategy for improving business performance through the commitment and involvement of all employees to fully satisfying agreed customer requirements, at the optimum overall costs, through the continuous improvement of the products and services, business processes and people involved. Customers here may include the internal user, the external customer or end-user, together with the other stakeholders, i.

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This paper is meant to describe the eight elements comprising TQM. Key Elements TQM has been coined to describe a philosophy that makes quality the driving force behind leadership, design, planning, and improvement initiatives.

For this, TQM requires the help of Tqm project eight key elements. These elements can be divided into four groups according to their function. Foundation — It includes: Ethics, Integrity and Trust.

Building Bricks — It includes: Training, Teamwork and Leadership. Binding Mortar — It includes: Roof — It includes: Foundation TQM is built on a foundation of ethics, integrity and trust.

It fosters openness, fairness and sincerity and allows involvement by everyone. This is the key to unlocking the ultimate potential of TQM. These three elements move together, however, each element offers something different to the TQM concept.

TQM self-assessment and awards using the EFQM® model

Ethics — Ethics is the discipline concerned with good and bad in any situation. It is a two-faceted subject represented by organizational and individual ethics. Organizational ethics establish a business code of ethics that outlines guidelines that all employees are to adhere to in the performance of their work.

Individual ethics include personal rights or wrongs. Integrity — Integrity implies honesty, morals, values, fairness, and adherence to the facts and sincerity.

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The characteristic is what customers internal or external expect and deserve to receive. People see the opposite of integrity as duplicity. TQM will not work in an atmosphere of duplicity. Trust — Trust is a by-product of integrity and ethical conduct. Without trust, the framework of TQM cannot be built.

Trust fosters full participation of all members. It allows empowerment that encourages pride ownership and it encourages commitment. It allows decision making at appropriate levels in the organization, fosters individual risk-taking for continuous improvement and helps to ensure that measurements focus on improvement of process and are not used to contend people.

Trust is essential to ensure customer satisfaction. So, trust builds the cooperative environment essential for TQM. Bricks Basing on the strong foundation of trust, ethics and integrity, bricks are placed to reach the roof of recognition. Training — Training is very important for employees to be highly productive.

Supervisors are solely responsible for implementing TQM within their departments, and teaching their employees the philosophies of TQM.

Tqm project

Training that employees require are interpersonal skills, the ability to function within teams, problem solving, decision making, job management performance analysis and improvement, business economics and technical skills.timberdesignmag.com: Total Quality Management for Project Management (): Kim H.

Pries, Jon M. Quigley: Books. The term “lean” was coined by the research team working on international auto production to reflect both the waste reduction nature of the Toyota production system and to contrast it with craft and mass forms of timberdesignmag.comng from efforts to reduce machine setup time and influenced by TQM, a simple set of objectives was developed for the design of the production system including to.

Neeta Bhat Head – Business Development (North India and the Gulf) TQM International Pvt. Ltd. , Vipul Business Park, 7th Floor, Opposite S D Adarsh Vidhyala.

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Total Quality Management (TQM) is a management approach that originated in the s and has steadily become more popular since the early s. Total quality is a description of the culture, attitude and organization of a company that strives to provide customers with products and services that.

ICQ ’96 - Yokohama Glenn Mazur 4 The Internal Evaluators: Students After the first year of fine tuning the course contents, it was time to focus on student needs.

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