1. CHAPTER ONE - INTRODUCTION
2. CHAPTER TWO - CONCEPTS AND PHILOSOPHIES
OF TQM
3. CHAPTER THREE - THE ACCEPTABILITY OF TQM
4. CHAPTER FOUR - THE ESSENTIALS OF TQM
5. CHAPTER FIVE - THE EFFECTS OF TQM
6. CHAPTER SIX - IMPLEMENTATION OF TQM
7. CHAPTER SEVEN - TQM TOOLS
CASE STUDY ON IBM (TIVOLI SOFTWARE).
GLOSSARY
1. IBM - International Business Machine
Corporation
2. TQM - Total Quality Management
3. ISO - International Standard Organization
4. TPM - Total Productive Maintenance
5. QCCs - Quality Control Circles
6. BPR - Business Process Re-Engineering
7. TQC - Total Quality Circles
8. ATM - Automated Teller Machines
9. CPC - Control Processing Centre
10.CAD - Computer Aided Design
11.INCL. - Including
12.PDCA - Plan-Do-Check-Act
13.QMS - Quality Management System
SUMMARY
Every nation has its own independent historical and cultural background. The quality sce-
-nario , therefore, differs from one national setting to the other. The nations are orienting their quality management strategies and systems to meet the requirements of the opera-ing environment though the primary focus remains the same, that is, Total Customer Sat-
isfication .Many of the present techniques of quality management were developed in Japan. However, U.S.A., European nations and developing nations have also contributed
significantly to this development. The studies carried out by researchers in different national settings reveal that the concept and philosophies of TQM are not understood by the managers and others.An all out effort , therefore is required to promote the understan-
-ding by launching massive educational and management development programs at all
levels so as to create a cultural...