Office Total Quality Management

• “ The degree of excellence of a thing”(Webster's Dictionary).
• “The totality of features and characteristics that satisfy needs” ( ASQC).
• ASQ: Product characteristics & features that affect customer satisfaction.
• User-Based: What consumer says it is.
• Manufacturing-Based: Degree to which a product conforms to design specification.
• Product-Based: Level of measurable product characteristic.

It also includes information on:

• What is Quality?
• Service Quality
• Evolution of Quality
• Total Quality Management
• Employee Involvement
• Cost of Quality
• Quality Awards
• The Quality Management System
• Leadership
• Strategic planning
• Customer satisfaction
• Performance management
• Human resources
• Supplier partnerships
• Results.

Who will benefit:

• Quality control managers
• Employee empowerment.
• Performance management
• Human resources