| 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. |
| Referenceses |
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