Effectiveness of TQM Parameters In Manufacturing & Service Industries (Paperback)

Total Quality Management is an integrative management Philosophy aimed at continuously improving the performance of products, processes and services to achieve and surpass customer expectations. There are many differences in manufacturing and service industries. The purpose of this study is to understand concept of TQM in both industry sectors and to identify the significant differences (if any) in TQM practices in Northern India Service and Manufacturing organisations. The questions are grouped in to seven factors such as customer focus, continuous improvement, Team work and involvement, Top management commitment and recognition, training and development, communication in company, measurement and feedback.