CHAPTER 12
Total Quality Management
CRITICAL QUESTIONS
After going through this chapter, you will be able to answer the following questions:
- Who were the well-known quality gurus and what did they advocate for better quality management?
- How can we define quality? Are there implications for quality management when we change our definition of quality?
- What do we mean by total quality management (TQM)? What are the major components of a TQM system?
- What are the quality control tools used by organizations today?
- What are the well-known quality certification organizations and awards instituted today?
- What do you understand by the term “service quality”?
- What are the elements of a quality assurance system?
The fishbone diagram (also known as ...
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