Total Quality Management Question#2

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Today we are in an era of globalization and intense competition, which calls for a professional approach on behalf of companies and organizations. Quality is now regarded as an important means of bringing in product differentiation. In the world we live today, quality has no substitute and active participation of all concerned towards delivering a quality product or service is of prime importance.


Oakland (2000) proposed that employees' participation helps in implementing the total quality management (TQM) strategy. For this to happen, employees must be made aware about the different aspects of quality and how they can be partners in implementing quality strategy. Such an arrangement, often termed as the participative form of management, is stated to help the subordinates in sharing the decision making power with their superiors. But the success of any strategy depends upon a number of factors, implementation policy and prevailing circumstances. Therefore the key elements for improving the levels of quality in the billing department include;
In view of the evolving global economy, which demands appropriately skilled workforce, most of the governments around the world have started undertaking reforms of their education and training systems, with inclusion of the vocational streams into the system and by providing apprenticeship training to the students. Such training is often provided in technical skills. But the copier company has a mixed workforce which includes trained manpower for carrying out the technical work, maintenance etc. while the other category includes customer care executives and marketing people who require more of behavioural training. ...
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