Quality Management

Procedure for Handling of Customer Complaints

Customer Satisfaction and Customer Delight

Factors Affecting Consumer Perception

Customer Perception of Quality

Meaning of Customer and Customer Focus

Management Commitment to Quality

McKinsey 7s Model

Strategic Quality Planning

Quality Objectives

The Quality Policy

Mission and Vision Statements

Quality Assurance

Quality Control

Dimensions of quality

Evolution Of Total Quality Management

Principles of QualityManagement