Page 12 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Unit 1: Total Quality Management: An Introduction

3. Airtel Quality Statement: We will deliver error free “Mobile Communication Services” Notes
through Customer Services, attitude, employee empowerment, speed, creativity and
continuous improvement.
4. Mitsubishi Hi Tech
Quality Policy: Continuous fulfillment of customer requirement and specification.
The company principles for ensuring consumer satisfaction are stated as:

Comprehensive customer support before and after sales.
Customer-oriented delivery periods for all grades and maximum quality.
Continuous improvement of product and process considering both economic and
ecological procedure.
Employment of highly motivated and well trained and flexible staff.
Economics and quality, ensuring cooperation with supplier.

Development of new products and improvement of existing ones.
5. Oberoi Hotels and Resorts: OHRs are relentlessly committed to quality through consistency
and dedication to guest satisfaction and unparalleled standard of service. Quality means
providing the right blend of service, luxury and efficiency.

Task Make a report on the development of TQM in India since last 20 years.

Self Assessment

Fill in the blanks:

12. Quality is getting more and more relevant as India is …………………… its economy and
is …………………… itself with the world system.
13. It is universally recognized that …………………… and …………………… contribute to
customer loyalty.

1.4 Terminologies Related to Quality Management

Quality Control

Quality control refers to all those functions or activities that must be performed to fulfill the
company’s objectives.
It is systematic control of all those variables which affects the quality of a product.
It aims at prevention of defects.

Inspection

Inspection is the process of comparing actual quality characteristics of a product with a
predetermined or specified set of standards in order to segregate good products from bad
products.

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