Customer requirements grouping – a prerequisite for successful implementation of TQM in Technical Education Online publication date: Mon, 11-Jan-2010
by Rajdeep Singh, Dinesh Khanduja
International Journal of Management in Education (IJMIE), Vol. 4, No. 2, 2010
Abstract: As the tremendous pressure is being faced by technical educational institutions, both from internal as well as from external forces, the technical institutions in India have begun to understand and accept the significance of customer-centred philosophies. An answer to such pressures is Delighting the customer™. Delighting the customer™ is one of the core elements of Total Quality Management, which emphasises the service relationship between an organisation/institution and its customers. Ultimately, the objective of TQM is to build an institution that produces products or performs services, which fulfil customer requirements and delights them. So it is important to identify the various customers and their requirements and satisfy them. This paper presents the results of an empirical study conducted on selected engineering educational institutions in the state of Haryana, India, to assess the importance assigned to the various customer requirements across the various internal and external customer groups.
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