Total Quality Management - Customer-driven Quality (PowerPoint PPTX)

The recent global meltdown and recession has put great pressure on the organizations to produce the best quality products at the most affordable prices.

Organizations need to implement Total Quality Management in order to achieve organizational success as well as satisfying the customers so as to make more profit in the business arena.

This document on Quality covers an extensive compilation of topics to help you understand the Total Quality Management Principles. And, It can help develop a basic appreciation of quality concepts related to TQM's goal of continuous improvement.

In the TQM perspective, a customer is anyone (organization) who receives and uses what an organization or individual provides. This definition offers an important dimension that customers are no longer just beyond the organization. Instead of being outside the organization supplying goods and services, the customers are also within the organization doing the supply. Selling is not always required for this type of customer/supplier relation. An assembly line worker's customer is the one to whom he/she provides goods or services.
Quality begins and ends with customers. Gone are the days when organizations and customers were treated as two different entities. The marketplace has become very competitive, and it is no longer possible to run a business without a very strong focus on the customer

This Unit of TQM contains :

• Introduction
• Customer Focus
• Customer Relationship Management (CRM)
• Customer Value Management
• CRM in the context of B2B and B2C
• e-CRM

This 91-Slide PowerPoint document explains in details the Customer-driven Quality.
The document is easily customizable and contains many powerful figures, diagrams, ice-breakers, pictures, ... to get the holistic view of the concepts of the Quality Systems.