Hi Lavanya,
Good answer by you for the Dispute Redressing machinery. I think it is more appropriate answer.
Hi Revathi,
Pls find the answer for TQM
TQM is defined as a “Management approach of an organization, centered on quality, based on participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society."
The total part of TQM encompasses not only the external end user and purchaser of the product/services but also internal customers such as co-workers or other departments. In TQM, all work is seen as “Process" and TQM is a continuous process of improvement for individuals, groups of people and whole organization. It involves a set of four principles and eight concepts. The four guiding principles are:
Customer Satisfaction, Managed by Facts, People-based Management, Continuous improvement
TQM is primarily an organizational strategy to achieve excellence and therefore HR has an important role to play in designing the interventions to prepare the people and the organizations for the desired change.
HR has to undertake training of personnel in understanding the application of TQM methods & its tools. HR initiatives in this context have to address in training of personnel in becoming "data minded than opinion minded". The mindset of “What is wrong" than” Who is wrong" to be generated & built up. Though it is a formidable task, HR has to trigger this thinking in an organization to realize thought revolution of TQM dimension.
Further, HR has to initiate employee involvement in TQM. Ultimately, quality is physically produced by the operator on the shop floor. It is therefore very important that he understands the quality requirements of his job. This is possible provided his involvement in the job is very high and he is a very committed and empowered worker. It is in this context that Japanese have introduced Quality Circles which have generated high level of commitment of workers. Quality circles are based on the fundamental principles of collaboration, involvement & empowerment. HR has to facilitate the culture of team work either in the form of Quality Circles, Quality Teams, Task force, CFT, Suggestion schemes or any such others innovative employee involvement schemes for TQM activity.
Finally HR has to create TQM mindset by focusing following three main orientations:-
1) The customer orientation
2) The process orientation
3) The people orientation.
The concept of TQM is first evolved by Mr. W. Edward Deming of Japan. Principle of “Do things right, the first time and every time"
For your Info, the first Indian company which won the Deming Prize (Instituted in the name of Edwar Deming, who has conceptualized TQM) for TQM is Sundaram Clayton, Chennai, and it is one of the member of elite group of Deming Prize winners. Other members of the elite group are, Florida Power & Light, AT& T’s Power Systems, and Philips’s Taiwan Unit.
Even the great giants like Honda, Sony, and GE who has won Deming Award for TQM are not the members of the Deming Prize winners Elite group.
I will post one more small definition of TQM (which is in a common man understanding format) which I read in one of the website.
Preet
NS: Sorry! I was telling everyone to reduce the answer in short form, but sometimes we could not edit anything because, not to loose any important information.