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TQM UNIT - I
Introduction to quality and Need for quality
Evolution of quality
Definitions of quality
Dimensions of product and service quality
Basic concepts of TQM
TQM Framework
TQM Gurus
Contributions of Shewart
Contributions of Deming
Contributions of Juran
Contributions of Crosby
Barriers to TQM
Quality statements
Customer focus, Customer orientation, Customer Perception 
Customer complaints
Customer satisfaction and Customer retention
Costs of quality

 Download Links

Study Material 1: Unit 1 - Quality and TQM

Study Material 2: Unit 1 - Contributions of TQM Guru's

Study Material 3: Unit 1 - Quality Statements and Customer related terms
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