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1HODH, SAMIKSHA AUR MULYANKAN

International Indexed & Referred Research Journal, December, 2012, ISSN 0974-2832, RNI- RAJBIL- 2009/29954; VOLIV*ISSUE- 47

Research Paper - Commerce

December ,2012

IntroductionTotal quality Management in the Indian con-

text is related to the value system that the Indians havebeen following for ages. Indian believes only in pro-ducing quality goods and providing Indian services.TQM was in existence in India much before it wasintroduces in European countries and in Japan. Theyare the recent countries that have realized the value ofTQM. In India, quality is related to human behavior; wedo not have different quality paradigms but one qual-ity-the right quality. Indian heritage is replete withexamples of quality products, quality services, andeven quality governanceIndian Insight into TQM

In Indian Context, TQM indicates that mindis the key factor of total excellent performance in anyorganization. It gives the direction to the managementto establish vision mission, business definitions. It isthe intellectual strength of human beings which con-trol the quality of human resources and processes.Quality of mind is related to thought process, percep-tion, attitude and implementation activity which main-tain the quality of products and services. A perfecthuman being is one who accepted everyone as a partof himself/herself as an individual. Such a quality inany organization can best establish TQM. There aresome factors discussed here for quality in person:-

Attitude of a person towards work.

Cooperation from peers, seniors and sub ordinates.

His leadership skill. Top management

His family, mentor and ideals

Purpose of TQM: -The purpose of TQM is to set up a system

and management discipline that prevents unneces-sary losses a company's performance cycle. The basic

Indian Insight Into Total Quality Management

* Ms. Neelam Devi

* Mahabir College of Management & Technology, Kurukshetra (Haryana)

The present article is an attempt to explore the role of TQM (Total quality management) to Indian business which lookscritically at the products and services of a company in order to obtain complete customer satisfaction. TQM is a continuousimprovement of every process, empowerment of people, continuous learning-all creating transformations towards an

organization that is provid ing excellent products and services. By adopting TQM, the management and employees can fulfil ltheir comm itment to produce quality goods and services.

A B S T R A C T

Keywords: Total quality management, Customer Satisfaction, Customer empowerment

objective of a company is to integrate the all functionsand processes with an organization in order to achieve

continuous improvement of quality of goods and ser-vices and people, business processes quality is thesingle greatest factor in achieving market success forany companyTotal- Quality involves everyone and all processesQuality- Meeting customer requirementManagement- Quality is away of ManagingPrinciples of TQM in Indian Context:-

Follow the divine principle "Work is Worship"

Work is supreme that can lead to total quality

Commitment for action

Sense of belongingness to the organization

Focus towards each and every activity for better

ment Selfless actions towards work

Challenges in implementing TQMTQM a challenging task is its need to assume

an all- encompassing character everyone in the orga-nization, from the topmost executives to the employ-ees at the bottom-most level are required to get in-volved in the TQM process It is ,thus an omnipresentorganizational policy devised at the top managementlevel but implemented at all levels of the organization.TQM aims at satisfying not only the external custom-ers but also its internal customers. An organization'sinternal customers are essentially its employees, co-workers and other departments. Involvement of all

departments and employees at all levels becomes per-tinent because under TQM every organizational activ-ity is treated as a process or a part of the overall pro-cess. The implementation of TQM depends on a set offour principles and eight concepts.PrinciplesDelight the customer

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International Indexed & Referred Research Journal, December, 2012, ISSN 0974-2832, RNI- RAJBIL- 2009/29954; VOL IV*ISSUE- 47

The main focus of this principle is the external custom-ers. TQM ensures the organization to undertake theactivities which would delight the customers.Management by fact

In order to improve the quality of the existingproduct, it is pertinent that the management gets accu-rate information about the existing quality standardsand the customer's perception of the same.People-based management

In order to encourage employees to take re-sponsibility for the quality of their work, it is importantto ensure that they are aware of what they are expectedto, do the correct way to do it and a feedback on howwell that are doing it. The more the internal customer issatisfied, the more he strives to satisfy the externalcustomer.Continuous improvement

TQM is a long term and continues process,

that is, it cannot be adopted intermittently or for shortwhile. It does not essentially stop even after targets aremet since there always is a scope for improvement andthe competitors in the market could be working onimproving quality' furthermore

Core Concept

Prevention is the aim of all quality assurance.

Quality is the single greatest factor in achieving market

success for the company.

Reducing products and services cost.

Following 'Just in Time' Techniques.

Customer Satisfaction.

Processes, not people are the problem.

ConclusionIn TQM, everyone is involved in the process

from the managing director to the office peon. Every-one in the company is responsible for producing qual-ity goods and services. In TQM, performance feedbackis vital to enable managers at all levels to improve theircontributions to business. An appropriate system ofrecognition and reward to critical to any company'sTQM programmed particularly as quality improvement

process.

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