Part 1 The Quality System
Introduction to Quality
Managing Quality
Quality Management Philosophies

Part 2 Management Issues in Quality
Managing for Quality and High Performance
Focussing on Customers
Leadership and Strategic Planning for TQM
Human Resource Development and Management for TQM
Process Management
Tools for Process Management
Measurement and Strategic Information Management
Organising for TQM
Building and Sustaining Total Quality Organisation

Part 3 Technical Issues In Quality
Quality Assurance and Control
Statistical Process Control
Reliability and Maintenance

Part 4 Management OF Total Quality
Just-In-Time Systems
Benchmarking
Business-Process-Reengineering
Supply Chain Management
Total Quality Management in Services
World-Class Manufacturing

The progress, prosperity and economic health of any business organisation are controlled and decided by the quality of goods and services flowing out of the organisation. Nowadays, Indian manufactures and service providers are no more in a protective environment from domestic and international competitors and are facing increasing global competition which they have to meet and beat successfully for their very survival and growth.

In this context, the role of quality and that of total quality management is undoubtedly crucial. Students of management programs need to develop basic appreciation of quality concepts and learn tools and techniques of total quality management to equip themselves for facing the challenges of 21st century while they take up managerial jobs after graduating in management studies.

Salient Features

Latest developments in "Total Quality Management" have been included.
Boxes, Exhibits, Figures and Charts illustrate the concepts.
Chapter summary provides points to be remembered.
Discussion questions help the students to expand their thinking.
Quality snapshots provide accounts of industry applications of TQM concepts and techniques.
Cases are designed to help students apply the concepts to understand more comprehensive situations.