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‡ To determine the importance of TQM in SMEs.
‡ Expectations of the small businesses from
implementation of TQM.
‡ Measures to be taken to introduce TQM in small
businesses.
‡ Bringing out the plans to efficiently manage the whole
TQM process.
‡ To identify factors and develop constructs that could be
used to develop a conceptual Total Quality
Management (TQM) model that is applicable to small
and medium scale manufacturers. ABHISHEKUMAR
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 [



Quality - you know what it is, yet you don¶t know

what it is.

But some things V
better than others, that is, they

have more quality but what decides ³betterness´?

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ABHISHEKUMAR
  



  
‡ An emphasis on Quality that encompasses the
entire company
‡ Continuous Improvement
‡ Employee empowerment, quality circles
‡ Unwavering focus on customer ±both internal
and external
‡ Long term solutions
‡ Commitment and Involvement of top
management ABHISHEKUMAR
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‡ Performance measures and documentation

‡ TQM Tools - allow you to measure progress
‡ Benchmarking - best at similar activities,
even if in different industries
‡ Just In Time - requires quality of suppliers
‡ Treating suppliers as partners in business

ABHISHEKUMAR
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‡ @
V
: Ability to convey trust and
confidence. eg: being polite and showing
respect for customer.
‡ V : Being approachable and
appreciative. eg: being a good listener.
‡
V 
: Physical facilities and
facilitating goods.

ABHISHEKUMAR
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‡ Quality of design Products and services

should be designed to exhibit the attributes
necessary to meet its customer expectations.

‡ Quality of production process. Processes

must be designed and built that have the
capability of producing products with the
attributes wanted by customers.
ABHISHEKUMAR
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‡ Quality of conformance :Products and services
to meet design and performance specifications
aimed at quality expectations of customers
eg: ISO
‡ Quality of customer service: Customers must
perceive that they have been treated fairly and
courteously
‡ Organization quality culture: Organization
energized in doing what is necessary to design,
produce and service products and services that
meet customers expectations and even exceed
them. eg: Japan
ABHISHEKUMAR
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‡A campaign should be organized and properly
handled in order to provide the small and medium
scale entrepreneurs, the basic knowledge of TQM.
‡Free seminars should be conducted around the
country wherever there is a scope of SME¶s or its
already existing there.
‡Quality gurus should address the entrepreneurs in
order to motivate them to implement TQM.
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ABHISHEKUMAR
‡Government should take initiatives to help and
support the entrepreneurs in implementing
TQM.
‡People should come forward and suggest
various measures that can be implanted or added
while implementing TQM.
‡After it has got some exposure, it should be
made compulsory by enforcing some law but
with a little flexibility.
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ABHISHEKUMAR
THANK YOU

ABHISHEKUMAR
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