Professional Documents
Culture Documents
Dr Arvind Kalia
Service Quality defined
• Service quality (SQ), in its contemporary
conceptualisation, is a comparison of
perceived expectations (E) of a service with
perceived performance (P), giving rise to the
equation SQ=P-E. This conceptualistion of
service quality has its origins in the
expectancy-disconfirmation paradigm
Deming Prize for Quality
• The Deming Prize that is given to
organizations, has exerted an immeasurable
influence directly and indirectly on the
development of quality control/management
in Japan.
• Started in Japan in 1950
• Now available to non-Japanese companies as
well
Deming Prize for Quality
• The Deming Prize examination does not
require applicants to conform to a model
provided by the Deming Prize Committee.
Rather, the applicants are expected to
understand their current situation, establish
their own themes and objectives and improve
and transform themselves organization-wide
TQM defined
• As per the Juran Institute, Inc. TQM is the set
of management process that creates an
accountable top management, satisfied
customers, empowered employees, high
quality product with low cost. This leads to
long term sustainability and good economic
return.