Managing quality : a practical guide to customer satisfaction

By: Murthy, D.B.NMaterial type: TextTextPublication details: New Delhi: Response Books, 1999Description: 226pISBN: 9780761993063 ; 0761993061 Subject(s): Total quality managementDDC classification: 658.562
Contents:
1. The Quality Imperative -- 2. Basic Facilities for Quality -- 3. The Human Factor -- 4. Training and Motivating People -- 5. Quality through Research and Development -- 6. Quality in Inputs -- 7. Quality in Production -- 8. Quality Control Techniques -- 9. Quality Cost, Audit and Certification -- 10. Macro Quality Issues -- 11. Total Quality Management -- 12. Producers and Customers' Satisfaction -- 13. Quality in the Service Industry -- 14. The Future of Quality.
Summary: "The opening up of the Indian economy and the emerging globalization have paved the way for an ever-increasing range of quality products and services. With real choices now available, customers have become more demanding and discriminating. Hence, it has become imperative for organizations to focus on customer satisfaction as a strategic business objective for their very survival and growth. This book is a practical guide for the implementation of holistic quality management practices to achieve total and continuous customer satisfaction."--Jacket.
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Holdings
Item type Current library Collection Call number Status Date due Barcode Item holds
Reference Books Reference Books Main Library
Reference 		Reference 658.562 MUR (Browse shelf(Opens below)) Available 006940
Total holds: 0

Includes index

1. The Quality Imperative --
2. Basic Facilities for Quality --
3. The Human Factor --
4. Training and Motivating People --
5. Quality through Research and Development --
6. Quality in Inputs --
7. Quality in Production --
8. Quality Control Techniques --
9. Quality Cost, Audit and Certification --
10. Macro Quality Issues --
11. Total Quality Management --
12. Producers and Customers' Satisfaction --
13. Quality in the Service Industry --
14. The Future of Quality.


"The opening up of the Indian economy and the emerging globalization have paved the way for an ever-increasing range of quality products and services. With real choices now available, customers have become more demanding and discriminating. Hence, it has become imperative for organizations to focus on customer satisfaction as a strategic business objective for their very survival and growth. This book is a practical guide for the implementation of holistic quality management practices to achieve total and continuous customer satisfaction."--Jacket.

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