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Total Quality Management Navneet Kaur, Lovely Professional University
Notes Unit 3: Concept of Quality Management
CONTENTS
Objectives
Introduction
3.1 Concept of Quality
3.2 Principles of TQM
3.2.1 Customer Focus
3.2.2 Participation and Team Work
3.2.3 Employee Involvement and Empowerment
3.2.4 Continuous Improvement and Learning
3.3 TQM Framework
3.4 Obstacles and Benefits of TQM
3.4.1 Obstacles of TQM
3.4.2 Benefits of TQM
3.5 Summary
3.6 Keywords
3.7 Review Questions
3.8 Further Readings
Objectives
After studying this unit, you will be able to:
Explain the Concept of Quality
Explain the Principles of TQM and Its Framework
Explain the Obstacles and Benefits of TQM
Introduction
Previous unit gave you an insight on the meaning of Total Quality Management and its
development over the years. In this unit, you will study about the TQM framework, its principles
and the various obstacles and benefits of TQM.
3.1 Concept of Quality
Quality is defined as meeting or exceeding the needs and expectations of the customer. It is
necessary to give customers what they want, but customers may not be willing to pay the price
for features that vastly exceed their needs.
Quality can be defined as the degree to which a product is fit for the specific use. It can be defined
as products and services beyond present needs and expectations of customers.
30 LOVELY PROFESSIONAL UNIVERSITY
