TQM Unit - I

As per Anna University R 2013 Syllabus, students may get study notes for Total Quality Management subject....

UNIT - I INTRODUCTION

Introduction to quality & Need for quality
Evolution of quality
Definitions of quality
Dimensions of product and service quality
Basic concepts of TQM
TQM Framework
Contributions of Deming
Contributions of Juran
Contributions of Crosby
Barriers to TQM
Quality statements
Customer focus
Customer orientation
Customer satisfaction
Customer complaints
Customer retention
Costs of quality