Total quality management , Marketing Management

TOTAL QUALITY MANAGEMENT (TQM):

Total Quality Management (TQM) is focussed on the requirements of the customer. A library patron or user is a customer. He or she is demanding a service and expects that service.  Total Quality Management offers an approach for  an organisation to design processes, policies, and jobs so that they are the best, most effective methods for serving users' needs, eliminating inefficiencies and assuring quality service. TQM is an important strategic management  tool and a systematic approach with  strong internal and external customer orientation. "Quality as a management tool especially for non-profit organisations like libraries". The service is defined by library users in the TQM context. Since users' need  will continue to change,  quality service will require a continuous improvement process. Libraries will continue to : 

•  identify customers' - who matters ? 

•  identify customer expectations or needs - what do they want ? 

•  translate customers expectations into operational processes - what do we need to do to meet users' expectations ? 

•  decide on how to measure services - how will we know how we are doing ? 

•  conduct evaluation of services based on established performance measures - what processes should we continue or change ? 

Simply defined, TQM is "a system  of continuous improvement employing participative management and centred on the needs of customers".  

Posted Date: 10/24/2012 1:29:32 AM | Location : United States







Related Discussions:- Total quality management , Assignment Help, Ask Question on Total quality management , Get Answer, Expert's Help, Total quality management Discussions

Write discussion on Total quality management
Your posts are moderated
Related Questions
Define the term Public Relation in briefly. Meaning of Public relations or PR is the management of internal and external communication certainly of an organization to create

Wants, needs and demands Needs: Human needs are the most fundamental concept underlying marketing.  A human need is a state of felt deficiency. 1). Humans have many comp

A planning in which a business expands its activities to include allocation or lines of business related to the selling of its core products.

Who is part of buying decision? When purchasing a decision of buying goods is created by just one person in place of most organization who works within it but they can contrib

What are Tools of Product Differentiation? Product Classification or Tools of Product Differentiation: As products have many tangible and intangible attributes so products s

$4.99kg of apples how much would one apple weighing 180g cost?

State the classification of Product Product can be broadly classified on the basis of (1) use, (2) durability, and (3) tangibility . Let's have a brief idea about various ca

place/distribution is a crucial aspect of the marketing mix.discuss this marketing mix variables and how attention to its (place)is necessary despite the fact that it increases the

Forms Of Direct Marketing\Channels For Direct Marketing: direct marketers can use a number of channels for reaching prospects and customers. These include face to face selling dir

Problem 1: What do you meant by the integrated marketing process model? Explain in brief - Detail Explanation on integrated marketing process model including the figure.