Table of Contents

Preface; 1. Introduction; 2. Principles of Quality Management; 3. Total Quality Management Philosophy; 4. Quality Planning; 5. Customer Orientation; 6. Problem Solving Tools; 7. Continuous Improvement Strategies; 8. Preventive Techniques; 9. Quality Ambience; 10. Human Dimensions of TQM; 11. Team Development; 12. Quality Certification; 13. Reliability; 14. Cost of Quality; 15. TQM Road Map; Model Question Paper; Bibliography; Index.

About the Author

L. SUGANTHI, Ph.D., is Professor of Planning and Development, Anna University, Chennai. A quality lead assessor (certified by BSI, UK), she has published/presented more than 100 research papers in reputed journals and conferences. A well-known trainer, she has conducted many development programmes for college teachers and practicing engineers. Her interests include quality management, women's development, systems management and institutional management. ANAND A. SAMUEL, Ph.D., is Principal, Vellore Institute of Technology, Vellor. A certified master trainer and a quality lead assessor (certified by BSI, UK), he has organized many training programmes for college teachers, and practicing engineers. Dr. Samuel has presented/published more than 70 research papers in many conferences and journals. His research interests include total quality management, energy engineering and environmental management.