Contents:
- Introduction
- Quality management
- Defining Quality
- Difference in defining quality
- evolution of Quality
- Quality Gurus
- i. Deming’s Approach
- ii. Jurang’s Approach
- iii. Crosby’s Approach
- iv. Similarities & Dissimilarities of Approaches
- Benefitting Through Quality management
- Customer Satisfaction through Continual Improvement
- Added Value delivery to Customer
- Performance Dimensions for value Addition
- Importance of Customer Information
- Principle of Quality Management – Improve the Performance
- Effectiveness of Self Assessment
- Employee Communication & Consultation Benefits
- Benefits of Record Keeping
- Steps to improve quality of service
5. Conclusion
6. References