This guidebook serves as a guideline for applying Total Quality Management (TQM) and Quality Control Circle (QCC). Suitable for groups, divisions or e...
Handbook for TQM and QCC A Guide for Managers Volume I
This book was prepared by a team of the Development Bank of Japan (DBJ) and Japan Economic Research Institute (JERI), under contract with the Japan Program of the Inter-American Development Bank. ...
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Total quality Management
SINDH UNIVERSITY AFFILIATED COLLEGE NOTESFull description
TQM Gurus and their works
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total quality management
SADC Media Law: A Handbook for Media Practitioners VOLUME 2 A comparative overview of media laws and practice in Botswana, Swaziland and Zambia Konrad Adenauer Foundation, Johannesburg, December 2...
joskmee~ sdbnvwdsv nw rnwa wad ]F Fnsfed Ojjnfd) Radi sdbnvwdsnib sdbnvwdsnib wad~ msd ojwdi sd}tnsdg wo |sozngd wad joeeornib nijoskmwnoi% ranfa ktvw cd gdfngdg oi c~ wad Fnsfed gtsnib nwv jnsvw kddwnib) i i i
Idnwads vmwnvjndg Zds~ ios Dzmetmwnoi Dzmetmwnoi Nwdkv vmwnv vmwnvjndg jndg Vmwnvj Vmwnvjndg ndg gnvvmwnvjndg =) Mcnenw~ wo wdmfa ]F Fnsfed foifd|w wo edmgdsv 3 = < 3) Mc Mcnenw~ wo wdmfa ]F Vwos~ wo edmgdsv 3 = < 6) Mcnenw~ wo wdmfa ]F woo ev wo ed mgdsv 3 = < 7) Mcnenw~ wo wdmfa ]F Fnsfed wdfain}tdv wo edmgdsv 3 = < 4) Mcnenw~ wo |sozngd wdfainfme vt||osw wo edmgdsv 3 = < :) Mc M cnenw~ wo |sozngd kosme vt||osw wo edmgdsv 3 = < 2) Mcnenw~ wo ko inwos mig sd|osw |sobsdvv oj ]F Fnsfedv 3 = < 1) Mcnenw~ wo vtvwmni Fnsfed diwatvnmvk 3 = < >) Mcnenw~ wo bdw idfdvvms~ vt||osw jsok kmimbdkdiw 3 = < =<) Mcnenw~ wo mwwdig ]F Fnsfed kddwnibv sdbtemse~ 3 = <
Jnbtsd =4 Edzde oj Vmwnvjmfwnoi Dzmetmwnoi Nwdkv =) Mc M cnenw~ wo wdmfa ]F Fnsfed foifd|w wo kdkcdsv 3) Mcnenw~ wo wdmfa ]F Vwos~ wo kdkcdsv 6) Mcnenw~ wo wdmfa ]F wooev wo kdkcdsv 7) Mcnenw~ wo wdmfa ]F Fnsfed wdfain}tdv wo kdkcd sv 4) Mcnenw~ wo difotsmbd kdkcdsv kdkcdsv wo |mswnfn|mwd |mswnfn|mwd ni gnvftvvnoiv :) Mcnenw~ wo `dd| kddwnibv o i wsmf` 2) Mcnenw~ wo bdw Fnsfed wo nk|edkdiw mfwnoiv mv |emiidg 1) Mcnenw~ wo bdw kdkcdsv wo wo ade| ni wad wad |sd|msmwnoi oj fmvd |sdvdiwmwnoi kmwdsnmev >) Mcnenw~ wo wo difotsmbd kdkcdsv wo |mswnfn|mwd |mswnfn|mwd ni fmvd |sdvdiwmwnoi =<) Mcnenw~ wo difotsmbd Fnsfed wo wmf`ed idqw wad kd
Oifd m |neow fnsfed amv cddi |sozdg vtffdvvjte% wad fok|mi~ fmi aoeg m emtifanib fdsdkoi~ mig |sozngd m famifd wo bmwads idr kdkcdsv wo honi wad ]F Fnsfed mfwnznw~) mfwnznw~) Wad ochdfwnzd oj wanv mfwnznw~ mfwnznw~ nv wo |sozngd |sozngd m jostk jos wad |sdvngdiw% rao nv wad famnskmi oj wad ]FF Vwddsnib Fokknwwdd% wo wme` mcotw anv fokknwkdiw wo ]F Fnsfedv% wo dq|emni ra~ ]F Fnsfedv msd nk|oswmiw wo wad fok|mi~% fok|mi~% wo bnzd mi ozdszndr oj wad |emiv% mig wo dihoni anv |do|ed wo vt||osw 3>
wad |sobsmk) |sobsmk) Mee edzdev edzdev oj kmimbdkdiw mig mee wad smi` mig jned dk|eo~ddv msd niznwdg niznwdg wo wad emtifanib) Nw nv tvtmee~ tvtmee~ adeg adeg gtsnib ojjnfd aotsv% wadsdc~ foizd~nib wad kdvvmbd wamw wad |sobsmk nv nk|oswmiw wo wad fok|mi~) Ni vokd Mvnmi fotiwsndv% wad mwkov|adsd nv kmgd jdvwnzd c~ bnznib votzdinsv !d)b)% |difnev% |difnev% cmee|oniw cmee|oniw |div% iowd|mgv. wo waovd rao mwwdig) mwwdig) Wadvd nwdkv nwdkv km~ fmss~ ]F Fnsfed veobmiv en`d ―Amzd jti% cd m ]F Fnsfed kdkcds-‛ Ni vokd fok|mindv% vimf`v msd |sozngdg mjwds wad v|ddfa oj wad |sdvngdiw) Wanv bnzdv bnzdv ank m famifd wo bo msotig raned |do|ed msd dmwnib mig dibmbd wadk ni gnvftvvnoiv) Ad fmi mevo mv` ramw wad~ wani` oj ]F Fnsfedv) Jos vokd oj wad dk|eo~ddv% nw km~ cd wadns jnsvw wnkd wo vdd ank0 vo% radi ad mv`v wadk aor wad~ msd% nw fmi kdmi m eow) Wo bdw kosd |do|ed wo mwwdig wad emtifanib fdsdkoi~% vokd fok|mindv aoeg foizdiwnoiv os foiwdvwv |snos wo wad fdsdkoi~ mig miiotifd wad rniidsv mjwds wad v|ddfa oj wad |sdvngdiw) |sdvngdiw) Dqmk|edv Dqmk|edv jofme |oniwv |oniwv oj vtfa foiwdvwv msd veobmiv% |ovwdsv% hnibed fok|ovnwnoiv% mig dvvm~ rsnwnib% mee bdmsdg wormsgv difotsmbnib |do|ed wo edmsi kosd mcotw ]F Fnsfedv mig dzdiwtmee~ honi wadk) \nfwtsdv oj wad anbaenbawv oj wad dzdiw msd wm`di jos emwds gnv|em~ oi cteedwni comsgv os ni wad idrvedwwds) idrvedwwds) Nj wad dzdiw rmv fm|wtsdg oi zngdo% zngdo% nw fmi cd |em~dg ni wad fmjdwdsnm% rnwa wad niwdiwnoi oj sdknignib dzds~oid oj wad ochdfwnzdv oj wad fok|mi~ fok|mi~ ni nivwmeenib nivwmeenib wad wad |sobsmk) Wad v|ddfa oj wad |sdvngdiw fmi cd |em~dg mbmni mig mbmni jos cdwwds tigdsvwmignib oj anv kdvvmbd% bnzdi wad |ovvncnenw~ wamw iow dzds~oid admsg mig tigdsvwoog ank gtsnib wad fdsdkoi~) Wad emtifanib fdsdkoi~ tvtmee~ emvwv cdwrddi 6< knitwdv mig = aots) Dmfa edmgds |sd|msdv m vwmwtv sd|osw dzds~ koiwa% nignfmwnib ni ranfa vwd|v Fnsfed kdkcdsv kdkcdsv mig edmgdsv edmgdsv difotiwds difotiwds gnjjnftewndv) gnjjnftewndv) Ad sd|oswv wanv gtsnib wad kddwnib rnwa owads edmgdsv) Foeedfwnzde~ wad~ fokd t| rnwa rnwa fossdfwnzd fossdfwnzd mig |sdzdiwnzd |sdzdiwnzd mfwnoiv mfwnoiv wo mggsdvv mee oj wad Fnsfed kdkcdsv„ kdkcdsv„ gnjjnftewndv) gnjjnftewndv) Wad kddwnib gtsmwnoi nv oid aots)
M fenjjen`d vam|d vaorv m fdswmni |dm` ni wad bsm|a% iow idfdvvmsne~ rnwani wad vwmigmsg) Wanv foteg cd wad sdvtew oj m |socedk ni gmwm foeedfwnoi% ctw nw mevo foteg nignfmwd m |socedk ni kmfanid o|dsmwnoi)
:6
Jnbtsd 77
VE
FE
VT
M fokcen`d vam|d nv m fokcnimwnoi oj vdzdsme fenjjen`d vam|dv% nignfmwnib wamw wad gnvwsnctwnoi nv tidzdi) Wanv km~ cd mwwsnctwdg wo vdzdsme jmfwosv !d)b)% wad |dsvoi gonib wad ros`% wad kmfanid% os dzdi wad vwmigmsg nwvdej.) Jnbtsd 74
VE
FE
VT
Mi nvemigw~|d anvwobsmk nv ioskmee~ wad sdvtew oj m vkmee nvoemwdg |dm` ni mggnwnoi mggnwnoi wo wad kmhos kmhos |msw fdiwdsdg msotig wad vwmigmsg) Nw vtbbdvwv wamw wadsd knbaw cd ―m vkmee nifetvnoi oj gmwm jsok m gnjjdsdiw gnvwsnctwnoi% vtfa mv ni wad fmvd oj |sofdvv mcioskmenw~% kdmvtsdkdiw dssos‛ !@tkd =>14% 4=. os vokd gmwm nifetvnoi jsok gnjjdsdiw |sofdvvdv)
A) \ovnwnoi wad ctigedg/fo ctigedg/foivoengmwd ivoengmwdgg fmsgv oi m emsbd vaddw vaddw oj |m|ds mffosgnib wo wadns sdemwnoivan|v) N) Kmniwmninib Kmniwmninib wad bsot|v% vwsmwdbnfmee~ vwsmwdbnfmee~ v|sdmg v|sdmg otw wad mjjninw~ mjjninw~ fmsgv fmsgv mig gsmr enidv oj sdemwnoivan|)
2:
Jnbtsd 42
Mjjninw~ fmsg
Mjjninw~ fmsg
Gmwm fmsg
Gmwm fmsg
Gmwm fmsg
Gmwm fmsg
Iowd wamw ni vokd fmvdv m gmwm fmsg rnwa m zds~ v|dfnjnf dq|sdvvnoi rnee nigd|digdiwe~ foivwnwtwd oid bsot|) M) Gdwdsknid m wadkd) C) Foeedfw gmwm c~ rm~ oj csmnivwosknib) F) Bdw mi tigdsvwmignib oj mee zdscme nijoskmwnoi foeedfwdg jsok dzds~ kdkcds) kdkcds) Ni vokd fmvdv wad gmwm ktvw cd sdrsnwwdi wo |sdzdiw mi~ knvniwds|sdwmwnoi os knvtigdsvwmignib) G) Go wad vmkd mv jos nignzngtme |sd|msmwnoiv„ vwd|v F mig G) Jnbtsd 41
47= \sd|msmwnoi e Gdwdsknidv wad ochdfwnzd oj dmfa kddwnib Vnifd kddwnibv msd tvtmee~ adeg jos mi aots oie~% wad ochdfwnzdv ktvw cd zds~ v|dfnjnf mig fedmse~ vwmwdg) Jos dqmk|ed% wad ochdfwnzd oj wad jnsvw kddwnib nv wo cd mced wo vdedfw wad |sofdvv wo joftv oi mig envw wad |ovvnced |socedkv |dswmninib wo nw) e
\sd|msdv mi otwenid wo btngd wad gnvftvvnoi =) Ramw wo|nfv msd wo cd fozdsdg? 3) Aor ktfa wnkd vaoteg cd bnzdi wo dmfa wo|nf? Wad edmgds ktvw cd mced wo ngdiwnj~ rao mkoib wad kdkcdsv rnee cd oj ade| ni mfandznib wad ochdfwnzd oj wad kddwnib) Ni en`d kmiids% wad edmgds ktvw cd mced wo ngdiwnj~ ng diwnj~ rao msd en`de~ en `de~ wo km`d nw gnjjnftew jos wad bsot| wo mfandzd wad ochdfwnzd oj wad kddwnib) Ni wanv fmvd% fmvd% wad edmgds ktvw foivtew wad jmfnenwmwos cdjosd wad kddwnib oi aor wo bdw wad fokknwkdiw oj wadvd kdkcdsv) Wad jmfnenwmwos km~ mevo mvvnvw wad edmgds gtsnib wad kddwnib ni amigenib gnjjnftew kdkcdsv)
11
Nw nv nk|oswmiw wamw mi~ gnvvdiwnib kdkcds cd bnzdi m famifd wo dq|emni anv ngdm mig wamw wad edmgds mig kdkcdsv envwdi mwwdiwnzde~% vo wad bsot| fmi mssnzd mw fokkoi bsotig) e
Gdwdsknidv wad tvtme wnkd mig |emfd oj kddwnibv Wad tvtme wnkd mig |emfd oj kddwnibv nv ioskmee~ gdwdsknidg mw wad vwmsw% radi wad Fnsfed nv osbminxdg0 aordzds% wadsd msd wnkdv radi wad mbsddg wnkd nv iow joeeordg% vo ni waovd fmvdv nw ktvw cd dvwmcenvadg wasotba foivtewmwnoi rnwa wad kdkcdsv) Radi wadsd nv m famibd ni vfadgted% wad kddwnib sook |sdznotve~ mssmibdg km~ iow cd mzmnemced% vo wad edmgds% rnwa wad mvvnvwmifd oj wad jmfnenwmwos% km~ amzd wo eoo` jos miowads |emfd)
Vdd`v wad vt|dsznvos"v m||sozme wo aoeg wad kddwnib Mi~ idr wnkd meeofmwdg jos m kddwnib ktvw cd m||sozdg c~ m vt|dsznvos) Nw km~ cd wamw wad vt|dsznvos rnee iow m||sozd nw% mv nv cdfmtvd oj mi tsbdiw kmwwds radsd dzds~oid„v |mswnfn|mwnoi nv iddgdg) Ni wanv fmvd wad vt|dsznvos vtbbdvwv mi mewdsimwnzd vfadgted)
Wad Msbtkdiwmwnzd Vtfa kdkcdsv„ sdmvoiv jos msbtnib msd wo o||ovd o||ovd wad edmgds) Wad~ msd en`de~ wo v|enw amnsv ozds wsnznme kmwwdsv% ctw adsd% wad edmgds ktvw vwm~ fmek) Wad edmgds fmi mv` v|dfnjnf }tdvwnoiv vo mv wo gsmr otw wadvd kdkcdsv mig wtsi wadk ozds wo wad bsot| ctw ktvw sdkdkcds wo `dd| wad kdkcdsv jsok bdwwnib |dsvoime)
õ
Wad Ozdswme`mwnzd Wanv kdkcds rmiwv wo go mee oj wad wme`nib) Wad cdvw rm~ wo gdme rnwa wanv kdkcds nv wo amzd m sted ni wad bsot| wamw io oid vaoteg v|dm` woo eoib oi mi~ vtchdfw tiwne dzds~oid amv amg m famifd wo vm~ vokdwanib) Radi m kdkcds josbdwv wanv sted% wad edmgds ktvw wmfwjtee~ niwdsst|w mig mv` owadsv wo fokkdiw oi wad vtchdfw) Wad edmgds fmi fmi vm~% vm~% ―Hoai% wami` ~ot jos ~ots ngdmv% fmi rd mv` wad owadsv ramw wad~ wani`?‛
õ
Wad Va~ Wadvd kdkcdsv msd tvtmee~ rnwagsmri) Wad edmgds fmi gsmr otw wadvd kdkcdsv c~ mv`nib wadk vnk|ed }tdvwnoiv wamw wad~ msd vtsd wo mivrds mig |smnvd wadk jos mivrdsnib) mivrdsnib) Wad edmgds fmi jnig vokdwanib jos wadk wo go‗jos dqmk|ed% wad edmgds fmi mvvnbi wadk wo eoo` jos m zditd jos wad fmvd |sdvdiwmwnoi wo kmimbdkdiw mig edw wadk sd|osw oi wanv gtsnib wad kddwnib)
\dsvoi Nwdk = Ao A or }tnf`e~ fmi ~ot wm`d wad wooev otw? 3 Ao A or rdee go ~ot `io r radsd wo |tw wadk? 6 Ao Aor r rde deee go go wa wad~ jnw ni wadn dnss vw vwsos osmmbd fok fok|m |msswkdi diwwv? 7 A or rdee fmi ~ot ngdiwnj~ wooev mw m sotba bemifd? 4 A or bo og nv wad |sdzdiwnoi mbmnivw jmtew~ wooev?
M C F G D J Wowme = = = = 6
3 3 = = 6
3 = = = 3
= 3 3 = 3
6 3 3 = 3
Mzdsmbd
6 3 3 = 3 Wowme Mzdsmbd
Wad idqw vwd| ni wad |sdvdiwmwnoi nv jos Fnsfed kdkcdsv wo tvd amsg gmwm wo smwnoimenxd wadns wadkd vdedfwnoi% cdfmtvd vdedfwnoi cmvdg vnk|e~ oi edmgdsv„ dkownoime m||dmev nv nim||so|snmwd) Wad Gs) Gs) Vetk| kdkcdsv foigtfwdg m }tdvwnoiimnsd wo vdd wo ramw dqwdiw wad dk|eo~ddv rdsd vmwnvjndg rnwa wad rm~ wad wooev rdsd osbminxdg) Wad~ jotig wamw wamw wad dk|eo~ddv„ vmwnvjmfwnoi edzde rmv zds~ eor ni dzds~ mv|dfw oj wad kmimbdkdiw oj wooev)
Fotiwds kd mvtsdv Gd vnbimwd vadezdv M mig C mv v|dfnme wooe vad ezdv Emcd e co qdv rnwa wooe imkdv% mig osbminxd Vd|msm d|msmwd wd mig mssm ssmibd wooe wooevv niwo niwo fmwd fmwdbo bosn sndv dv88 =% 3% mig 6
Rao Knamst @oigo ^mk ^mkmgm
Rad i Mtb) 6 Mtb) =4 Mtb) Mtb) =4
Iowd8 Wad fnsfedv gdvnbimwd vmwnvjmfwos~ djjdfwnzdidvv) Wasotba gnvftvvnoi% kdkcdsv ngdiwnj~ wad fotiwdskdmvtsdv wo wad |socedkv% rao nv ni famsbd oj nk|edkdiwnib dmfa fotiwdskdmvtsd% mig c~ radi wad wmv` vaoteg cd mffok|envadg) Mv jos |socedk N ni wad fmvd oj Gs) Vetk|% vadezdv M mig C msd wo cd gdvnbimwdg mv vadezdv jos v|dfnme wooev oie~% mig Ks) os Kv Knamst nv wo cd ni famsbd) Owads fotiwdskdmvtsdv msd osbminxdg wo voezd |socedkv NN mig NNN)
!=. Wnkd sd}tnsdg wo sdwsndzd fokkoi wooev !vdfv. \dsvoi M C F Dedfw dfwsnf snf gsne gsneee 74"" 7<"" 74"" Amf`vmr 4<"" 44"" 74"" Wtssdw sdw admg dmg 44"" :<"" 4<""
!3. ]tdvwnoiimnsd
G 64"" 7<"" 74""
Mzdsmbd Dzmetmwnoi 7=)6"" 72)4"" 43)4"" 72)<""
Boog;6% Mzdsmbd;3% Cmg;=
]tdvwnoi = Ao Ao r }tnf`e~ fmi ~ot sdwsndzd wad wooev? 3 Ao Ao r rdee go ~ot `ior radsd wo |tw wad k? 6 Ao r rdee go wad~ jnw ni wadns vwsosmbd fo fok|mswkdiwv? 7 Ao r rdee fmi ~ot ngdiwnj~ wo oev mw m sotba bemifd? 4 Ao r bo og nv wad |sdzdiwnoi mbmnivw jmtew~ wooev?
Mjwds kdkcdsv ngdiwnj~ wad |ovvnced voetwnoiv wo joftv oi% wad~ gdfngd oi kdmvtsdv jos nk|edkdiwnib wadk) Mbmni% kdkcdsv adsd gdfngd rao rnee cd sdv|oivnced jos fmss~nib otw wad wmv` mig c~ radi) Jos dqmk|ed% km`d vwosmbd msdm csnbawds nv oid === ===
|ovvnced voetwnoi wamw bow m fokcnidg smwnib oj 4) Wadsdjosd% wad kdkcdsv kdkcdsv eoo`dg jos kdmvtsdv wo nifsdmvd wad csnbawidvv mig gdfngdg wamw wad cdvw rm~ rmv wo tvd jemvaenbawv ) Ks) os Kv) Kmwvtkowo rmv |tw ni famsbd oj wanv mig rmv dq|dfwdg wo fok|edwd nw c~ Vd|wdkcds 3<) Wad owads |ovvnced voetwnoiv rdsd amigedg ni m vnknems kmiids)
Wnkd sd}tnsdg wo sdwsndzd fokkoi wooev !vdfv. \dsvoi Dzmet Nwdk M C F G Mzb) mwnoi Dedfw edfwsn snff gsne gsneee 34# 31# 3:# 36# 34)4<# Amf`vmr 33# 36# 3<# 3<# 3=)34# Wts sd sd w a dm dmg 6<# 66# 3># 6<# 6<)4<#
Wnkd !vdfv.
]tdvwnoiimnsd dzmetmwnoi smwnibv
Boog;6% mzdsmbd;3% cmg;= \dsvoi Dzmet ] tdv wno i M C F G D J Wow me Mzb ) mwnoi Foteg wm`d otw }tnf`e~ 3 3 6 6 6 6 =: 3):: A mz mzd |emfd gdv nb nbimw dg dg wo sd wt wts i w oo ooev 6 3 6 6 6 6 =2 3)16 O sb minxd g ni |s o|ds os gds 6 6 6 6 6 3 =2 3)16 Fmi wd ee wo oev m|ms w c ~ eoo `nib 3 6 6 6 3 6 =: 3):: Denknimw noi oj jmtew~ woo ev 6 6 3 3 6 6 =: 3)::
Sdfosg vwmwtv oj wooev = oi fadf`envw mw wnkd oj wadns sd wtsi Me e \dsvoi sdv|oivnced s dv|oivnced kmimbdv kmimbdv 3 knvvnib knvvnib os jmtew~ jmtew~ wooev woo ev cmvd g o i wad fadf`envw
Knamst
Wnkd o j sd wtsi
^ mkmgm
Rd d`d ig
T|oi ocwmninib vtffdvvjte sdvtewv% Fnsfedv |emi aor wo kmniwmni wad nk|sozdkdiw) Ni wanv fmvd% wad bsot| fmkd t| rnwa wro |oniwv8 jnsvw wo sdfosg wad vwmwtv oj wooev oi m fadf`envw mw wad wnkd oj wadns sdwtsi % mig vdfoig wo mvvnbi m |dsvoi sdv|oivnced jos kmimbnib knvvnib os jmtew~ wooev cmvdg oi wad fadf`envw ) Ni wanv rm~% rm~% wad Fnsfed fmi foiwnitotve~ kmniwmni ramw wad~ mfandzdg ni wad vdfoig foijnskmwnoi mig |sogtfd cdwwds djjdfwv) ==3