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  #1  
18th November 2015, 11:08 AM
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TQM MBA Notes

I want the notes of Total Quality Management of MBA 1st Semester of Anna university so can you please provide me?
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  #2  
18th November 2015, 11:16 AM
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Join Date: May 2012
Re: TQM MBA Notes

Anna University is a technical university in Tamil Nadu, India. The main university campus in located in Guindy, Chennai. It was established on 4 September 1978. the University is approved by UGC.

Anna university MBA 1st Semester Total Quality Management notes


1. Define Total Quality?

TQM is an enhancement to the traditional way of doing business. It is the art of
managing the whole to achieve excellence. It is defined both a philosophy and a set of guiding
principles that represent the foundation of a continuously improving organization. It is the
application of quantitative methods and human resources to improve all the processes within an
organization and exceed customer needs now and in the future. It integrates fundamental
management techniques, existing improvement efforts, and technical tools under a disciplined
approach.

2. Define Quality?
Quality = Performance x Expectations

3. What are the Dimensions of Quality?
• Features
• Conformance
• Reliability
• Durability
• Service
• Response
• Aesthetics
• Reputation

4. Give the Basic Concepts of TQM?
• A committed and involved management to provide long-term top-to-bottom
organizational support.
• An unwavering focuses on the customer, both internally and externally.
• Effective involvement and utilization of the entire work force.
• Continuous improvement of the business and production process.
• Treating suppliers as partners.
• Establish performance measures for the processes.

5. Give the Principles of TQM?
_ Constancy of purpose: short range and long range objectives aligned
_ Identify the customer(s); Customer orientation
_ Identification of internal and external customers
_ Continuous improvement
_ Workflow as customer transactions
_ Empower front-line worker as leader
_ Quality is everybody’s business
_ For a service industry, some elements of quality are:
- empathy
- trust; i.e. expertise, integrity, courtesy
- responsiveness
- tangible product attractiveness (curb appe

For more details here is the attachment


Contact address

Anna University
Sardar Patel Road, Guindy, Chennai, Tamil Nadu 600025


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