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The progress, prosperity and economic health of any business organization are controlled and decided by the quality of goods and services flowing out of the organization. Nowadays, Indian manufacturers and services provides are no more in a protective environment from domestics international competitors and are facing increasing global competition which they have to meet and beat successfully for their very survival and growth. In this context, the role of quality and that of total quality management is undoubtedly crucial. Students of management programs need to develop basic appreciation to equip themselves for facing the challenges of 21st century while they take up managerial jobs after graduating in managerial students. Salient Features - - Latest developments in 'Total Quality Management' have been included. - Boxes, Exhibits, Figures and Charts illustrate the concepts. - Chapter summary provides points to be remembered. - Discussion question help the students to expand their thinking - Quality snapshots provide accounts of industry applications of TQM concepts and techniques. - Cases are designed to help students apply the concepts to understand more comprehensive situations. Contents - 1. Introduction to Quality Management 2. Total Quality in Organisations 3. Quality Management Philosophies 4. Frameworks for Organisational Quality 5. Focussing on Custsomers 6. Leadership and Strategic Planning for TQM 7. Human Resource Practices for TQM 8. Total Quality and Organisational Behaviour 9. Organising for TQM 10. Building and Sustaining Total Quality Organisation 11. Process Management 12. Statistical Concepts in Quality Management 13. Six-Sigma Quality 14. Tools and Techniques for Total Quality Management 15. Benchmarking 16. Business Process Reengineering 17. Managing Service Quality 18. Implementing Total Quality Management 19. Managing Quality - Modern Improvement Approaches 20. Managing Quality - Issues and New Challenges 21. Achieving Business Excellence
