11 Fundamental Requirements of TQM : Part - I

Guys, What to do with External and Internal Customers? What are the possible actions? Your answers (might) right here!

Following are the 11 fundamental requirements of TQM and its possible actions :

1. Know your customers, both external and internal : Who they are, their current needs, and
their future requirements. Respond to their changing needs. Do not forget the users.

Possible Actions:

• Customer surveys
• Functional analysis
• Quality cost analysis
• Quality function deployment

2. Know your competitors.

Possible Actions:

• Customer surveys
• Competitor analysis
• Bench marking

3. Know the cost of nonconformance (CONC)

Possible Actions:

• Quality cost analysis
• Functional analysis

4. Measure performance against key customer driven parameters.

Possible Actions:

• Customer surveys
• Competitor analysis
• Bench marking

5. Make sure that each employee understands and commits themselves to the Quality objectives of the business.

Possible Actions:

• Functional analysis
• Education and training
• Communication

6. Management commitment to continuous improvement of quality within business.

Possible Actions:

• Quality cost analysis
• Functional analysis
• Education and training
• Communication

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