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Total Quality Management
Notes Quality Assurance
Quality Assurance is any action directed toward providing customers with goods and services
of appropriate quality.
It relies on comprehensive system of planning, documentation, statistical process control and
certification of product.
Total Quality Control (TQC)
TQC can be defined as an effort of continuous quality improvement of all processes, products
and services through universal participation that results in increased customer satisfaction,
loyalty, and improved business results.
TQM is the foundation for activities, which include:
Commitment by senior management and all employees
Meeting customer requirements
Reducing development cycle times
Just in Time/Demand Flow Manufacturing
Improvement teams
Reducing product and service costs
Systems to facilitate improvement
Line Management ownership
Employee involvement and empowerment
Recognition and celebration
Challenging quantified goals and benchmarking
Focus on processes/improvement plans
Specific incorporation in strategic planning
This shows that TQM must be practiced in all activities, by all personnel, in Manufacturing,
Marketing, Engineering, R&D, Sales, Purchasing, HR, etc.
It focuses on total satisfaction of customer through continuous improvement.
Self Assessment
Fill in the blanks:
14. …………………… refers to all those functions or activities that must be performed to
fulfill the company’s objectives.
15. Quality control aims at …………………… of defects.
16. …………………… is any action directed toward providing customers with goods and
services of appropriate quality.
17. TQM focuses on total satisfaction of customer through …………………….
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