Literature Review Of Total Quality Management

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Chapter 2 Literature Review
2.1 Definition of key terms
Total Quality Management: A management approach of an organization centered on quality, based on the participation of all its members and aiming at long term success through customer satisfaction and benefits to all members of the organization and society.
Performance: The accomplishment of a given task measured against preset known standards of accuracy, completeness, cost, and speed. In a contract, performance is deemed to be the fulfillment of an obligation, in a manner that releases the performer from all liabilities under the contract.
Pharmaceutical Company: The pharmaceutical industry develops, produces and markets drugs or licensed pharmaceuticals for use as medications. Pharmaceutical
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It involves the continuous improvement of organizational processes, resulting in high class products and services. It is thus primarily a change in an organization 's technology and its way of doing work. In the human services, this means the way clients are processed, the service delivery methods applied to them and the ancillary organizational processes such as paperwork, procurement processes, and other applicable procedures. It is also a change in an organization 's culture, its norms, values, and belief systems about how organizations function. In addition, it is a change in an organization 's political system, power bases, decision making processes and their speeds. Total quality management as a technological change will not be successful unless cultural and political dimensions are attended to as well. TQM results in a radical change in the culture and the way of work in an organization. A system of TQM directs the efforts of an entire firm towards higher customer satisfaction, continuous improvement, and employee involvement. Many quality management principles are therefore, expressed in terms of changing individuals’ attitudes and the organization culture. Lawal (2006) suggests that Total Quality Management is 90 percent attitude, specifically the attitude of listening to customers. TQM is a business philosophy, orientation and a practice that…show more content…
The first and major TQM principle is to reach and meet the needs, expectations and desires of their customer i.e. the people who are acquiring the manufactured article or the goods; or for the utilities provided by the organization or a company. Customers want to get their money 's equivalent and specified amount from a product or service they purchase. If the user of the product is different than the purchaser, then both the end user as well as the customer must be fully satisfied with the product, although the person who pays is regarded as more important and is given more importance but if the end user is not happy then the recipient of the goods and services will also not be happy on getting any unsatisfactory or unacceptable statements from the end user and hence it affects the
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