Bibliography

Books consulted Principles and practices of management : --- L.M Prashad Total quality management Joseph & Berk Total quality management Dale H. Bester field Web sites referred : www.isixsigma.com www.wikipedia.com www.answers.com

Definitions 

India statistical institute has defined TQM as follows:follows:TQM is an integrated organizational approach in delighting customers by meeting their expectations on a continuous basis through everyone involved with organizations working on continuous improvement in all products, services and processes through proper problem solving methodology.

Objectives of TQM 
Meeting

the customer s requirements  Continue improvement of quality  Openness & trust among employees levels

Evolution of TQM 
Detection and rectification of defects  prevention of defects

FRAMEWORK OF TQM
GURUS TOOLS AND TECHNIQUES C U S T O M E R

PRINCIPLES AND PRACTICES

PRODUCT OR SERVICE REALISATION

GURUS 
SHEWHART  DEMING  JURAN  FIGENBAUM  ISHIKAWA  CROSBY  TAGUCHI

PRINCIPLES &PRACTESIC 
LEADERSHIP  CUSTOMER

SATISFACTION  EMPLOYEE INVOLVEMENT  SUPPLIER PARTNERSHIP  CONTINOUS PROCESS IMPROVEMENT  PERFORMANCE MEASURE

Customer s needs 
Performance  Features  Service  Warranty  Price  Reputation

PDSA CYCLE

ACT

PLAN

STUDY

DO

TOOLS &TECHNIQUES 
           

BENCHMARKING IT QUALITY MANAGEMENT SYSTEM ENVIRONMENT MANAGEMENT SYSTEM QUALITY MANAGEMENT DEPLOYMENT QUALITY BY DESIGN FAILURE MODE & EFFECT ANALYSIS PRODUCT & SERVICE LIABILITY TOTAL PRODUCTIVE MAINTENANCE MANAGEMENT TOOLS STATISTICAL PROCESS CONTROL EXPERIMENTAL DESIGN TAGUCHI QUALITY ENGINEERING

Corporate example
Problem of customers call in an IT company

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