Description
PEARSON INDIA Total Quality Management 5Th Edition by Besterfield
New TQM Exemplary Examples include Indian Space Research Organization (ISRO), Unique Identification Authority of India (UIDAI), Narayana Heath, and Ashok Leyland
Information about Zero Defect and Effect (ZED) program to make the readers aware of the quality movement in India...
New concepts such as Hoshin Kanri and Line of Sight.
Updated discussion on satisfaction surveys in India, American Customer Satisfaction Index (ACSI) and other customer satisfaction standards, Net Promoter Score (NPS), Industry 4.0 capturing the IT revolution and evolution of TQM
ISO 9001: 2015 international standards included