Total Quality Management

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but
must first realise this factor and have the techniques and tools which are
appropriate for improving quality. Thus TQM includes the marketing and
dissemination of quality and methods not only within the organisation and
customers but also to suppliers and other partners.
The general view to achieve success in TQM could be summarised as below:

Quality as strength
Quality in all processes
The importance of management
The involvement, commitment and responsibility of everybody
Continuous improvement
Zero defects
Focus on prevention rather than inspection
Meeting the needs of target customers
Recovery
Benchmarking

A prerequisite for successful quality improvement is first, to understand how
quality is perceived and valued by customers.

4 �Q'

Design Quality Technical Quality
Production Quality
Delivery Quality
Functional Quality
Relational ...

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orientation and quality are not just a matter of ensuring that the
contents of the product or services satisfies the customer needs. The manner in
which the service is delivered and the customers' relations with the company
must also meet the customer's expectation.

Sales

Customer Satisfaction

Quality Improvement


As the above graph indicates the sales increases directly with an increase
in customer satisfaction. Customers are satisfied with improvement in quality.
The more quality improves, the faster sales will increase because customer
satisfaction carries its own acceleration. When the quality reputation grows,
marketing can emphasize ...

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