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Unit 1: Total Quality Management: An Introduction

4. Explain the philosophy of Joseph Juran. Notes
5. Explain in detail the history of Total Quality Management.
6. What are the eight principal quality dimensions defined by Garvin? Explain.
7. “TQM is here to stay.” Explain in Indian context.
8. Give their quality mission:

(a) Sony Music
(b) LIC India Ltd.
(c) Airtel
(d) Infosys

(e) Oberoi Hotels and Resorts

Answers: Self Assessment

1. Big four 2. Total Quality Management
3. Quantitative methods; human resources 4. Disciplined approach
5. Inspection 6. Walter A. Shewhart
7. Statistical Quality Control 8. Employee motivation
9. Total quality 10. European Quality Award
11. Business Excellence Models 12. Deregulating; integrating

13. Quality, Reliability 14. Quality control
15. Prevention 16. Quality Assurance
17. Continuous improvement

1.8 Further Readings

Books Besterfield. Dale H. (2011), Total Quality Management, Pearson Education, India
Charantimath M. Poornima (2009), Total Quality Management, Pearson Education,
India
Mukherjee N.P. (2006), Total Quality Management, PHI Learning Pvt. Ltd.
Nigam, Shailendra (2009), Total Quality Management, Excel Books, India

Online links http://asq.org/learn-about-quality/total-quality-management/overview/
overview.html
http://www.businessballs.com/dtiresources/total_quality_management_
TQM.pdf
http://www.scribd.com/doc/19494376/Chap-1-Historical-Development-of-
TQM

http://www.wiley.com/college/sc/reid/chap5.pdf

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