TECHNIQUES OF TQM

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TECHNIQUES OF TQM

 

TQM believes that there are two dimensions to product quality. A company which maintains quality at these two dimensions can satisfy its customers.

 

They are:     Attractive Product Features

Absence of Deficiencies.

 

Attractive Product Features – This refers to quality of design and utility of the product. In the case of manufacturing organizations, it includes Performance of product, Reliability, Durability, Ease of use etc.

In case of service organizations, it may be Accuracy and Timeliness of services and also the friendliness and courtesy behavior of employees etc.

 

Freedom from Deficiencies – This refers to the assurance of quality. This is the situation where the product provides maximum satisfaction to the customers, ensuring defect free performance. This creates a situation where complaints are at the minimum level and satisfaction at the maximum level.


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