TOTAL QUALITY MANAGEMENT AT LAKSHMI HYUNDAI

Abstract

Total Quality Management (TQM) functions on the premise that the quality of the products and processes is the responsibility of everyone who is involved with the creation or consumption of the products or services offered by the organization. In other words, TQM capitalizes on the involvement of management, workforce, suppliers, and even customers, in order to meet or exceed customer expectations. Considering the practices of TQM as discussed in six empirical studies, Cua, McKone, and Schroeder (2001) identified the nine common TQM practices as cross-functional product design, process management, supplier quality management, customer involvement, information and feedback committed leadership, strategic planning cross-functional training, andemployee involvement