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benefits of tqm in project management

Thus, the market share also increases as the existing customers act as the ambassadors to attract new customers. Statistical process control. TQM stresses on bringing attitudinal changes and improvements in the performance of employees by promoting proper work culture and effective team work 3) Helps in checking non-productive activities and waste: Every organization aims at improving productivity as well as reduction in cost so as to result in increase in profitability. Therefore, it enables the organization to deliver products/services specific to the market. [3] Cicmil, S. J. K. (1997). Total quality management (TQM), mostly accepted concept in todays business market. The focus on quality leads to a proactive work culture aimed at preventing mistakes rather than correcting mistakes. This website or its third-party tools use cookies, which are necessary to its functioning and required to achieve the purposes illustrated in the cookie policy. You can also go through our other suggested articles to learn more –. TQM’s thrust on eliminating mistakes and improving productivity contributes to accomplishment of targets faster. TQM interventions quantify problems and aim to achieve the best state defined in terms of such customer expectations. [caption id="attachment_133301” align="aligncenter” width="640”] In the long run, quality will help drive costs lower and improve satisfaction[/caption] Improving process efficiency brings about many benefits to the organizations in terms of costs and time. Here we discussed the definition, cycle of TQM and the benefits of Total Quality Management. The authors explore five key enablers that need to be present in order for a project management total quality management initiative (PM TQM) to be successful. The above are just a sample of the benefits of Total Quality Management. When applied consistently over time, TQM can reduce costs throughout an organization, especially in the areas of scrap, rework, field … Purpose - The purpose of this paper is to identify the perception of total quality management (TQM) benefits, practices and obstacles in Kuwaiti industrial organizations certified against ISO 9001:2000 (or later) and following a TQM approach. Application of TQM in an organization brings about the following benefits to the Human Resources of an organization: The application of Total Quality Management brings forth all-round benefits and makes the organization more competitive. 1. The major benefits of TQM in terms of cost savings include: TQM frees up management time from redressing problems and directs management time and effort to: A major long-term benefit of Total Quality Management relates to customer satisfaction. So here are 5 advantages or benefits of a good project team management: 1- Gain overall efficiency This is one of the biggest benefits derived from excellent team management and organization. These capabilities of the organization, where present, provide a firm foundation for PM TQM continuous improvement. What are some of the major benefits of Total Quality Management? 5. The enhanced productivity brought about by TQM translates to better profits for the organization, and consequently better wages. TQM will have the chance to flourish and be integrated into all levels of an organization as it is intended.Using the 7 steps of Total Quality Management (TQM), project management implementation of TQM should provide a higher level of desired outcomes. TQM programs have the advantage of improving corporate as well as product reputations in the marketplace, because errors and defective products are discovered much more rapidly than under a non-TQM system, and often before they are ever sent to market or found in the hands of the public. The increasing competition challenges the organization to meet the ever-increasing demands of the consumer market. ‘Total Quality Management often abbreviated as ‘TQM’ is the practice introduced by a popular American management consultant, William Deming, who has a great influence on Japanese manufacturing. This results in a continuous revival of processes. The major thrust of Total Quality Management (TQM) is to achieve productivity and process efficiency by identifying and eliminating problems in work processes and systems. Flexibility for the organization in deploying personnel, contributing to rightsizing, and ensuring cost competitiveness. TQM helps in reducing total quality costs. Project Report on the Techniques for Total Quality Management; Project Report on the TQM Model; Project Report on Deming’s Approach to Total Quality Management; Project Report # 1. Facilitates Effective Communication and Employee Morale. Benefits of Total Quality Management Notes We have seen the concept of total quality management in previous sections and now let’s move ahead to with benefits it provides to the organizations and business as a whole: Since TQM is based on the intention to satisfy the customer needs, it … The implemented innovative approach to the core and peripheral services attracts the customers. 390 – 396. But, also, intangible returns like better communication, teamwork, employee engagement, customer satisfaction, goodwill, and increased employee morale. Therefore, it signifies less use of resources and increased customer satisfaction. 5 benefits of project management. The variant happens to be ‘superior quality’. Project Management structure does not best suit global project team As indicated from table 2; all weakness must be addressed. All Rights Reserved. Since TQM is all about delivering superior quality of products/services to the customers in the long run, the amount of customer complaints is quite less. Another benefit of TQM relates to consumers satisfaction. Project Manager lacks experience in managing global team. The long term pros of TQM however outweigh the near sighted advantages. Where not yet av… The TQM Magazine, 9(6), pp. Total quality management benefits and advantages: Strengthened competitive position; Adaptability to changing or emerging market conditions and to environmental and other government regulations; Higher productivity; Enhanced market image; Elimination of defects and waste; Reduced costs and better cost management; Higher profitability Disadvantage: High Cost of Time Many organizations struggle with non-engaging and non-participative attitude of the employees. The project manager gets a set of tools for … TQM addresses key problem areas such as mistakes in work processes, redundant processes, unnecessary tasks, and duplicate efforts. In order to insure success, the strategy must function as a cohesive element that unites the individual efforts of all involved. ‘Quality’, a determining factor, which outstands a product or service from its competitor’s, plays a key role in business. Because this process can take years to perfect and implement, most organizations are concerned with the long term gains. Definitions of TQM vary but its core comprises: a focus on the customer; the improvement and in… Some benefits of TQM (Total Quality Management) Implementation in an organization are: Making the company more organized; Standardize processes and increase their efficiency. Some examples of the application of Total Quality Management to improve customer satisfaction include: Among the major benefits of Total Quality Management is improvement in Organizational Development. Total Quality Management as Competitive Advantage: A Review and Empirical Study Strategic Management Journal (16.1). QA processes occur at the project level and the organizational level. TQM helps in reducing total quality costs. 3. As TQM focuses on consistent delivery of good quality product/services, the consumers hold favorable reputation about the organization. Total Quality Management demolishes the myth that increased quality results in increased costs and decreased productivity. Cost Reduction and Increased Profitability. It is based on the principle of preventing defective products/services rather than being at an expense of quality failure cost. TQM interventions quantify problems and aim to achieve the best state defined in terms of such customer expectations.Some examples of the application of Total Quality Management to improv… The advantages of total quality management (TQM) include: Cost reduction. • Improved access to global markets, higher customer retention levels, less • Time required to develop new innovations, and a reputation as a quality firm. The third paradigm of total quality management (TQM) is management itself. TQM aims at improving quality, and identifies the best measure of quality as matching customer expectations in terms of service, product, and experience. This generates intrinsic motivation and creates an atmosphere of enthusiasm and satisfaction among the workforce. TQM interventions also help with predicting and preempting such mistakes and unproductive activities. The effectiveness of the results is also measured in this phase. By predicting mistakes and problems in work processes, TQM aims to provide quality service to meet customer expectations. A major long-term benefit of Total Quality Management relates to customer satisfaction. In the new business environment marked by demolition of barriers and free flow of information and products, organizations retain their competitive advantage by reducing prices, improving existing products and innovating new products. TQM enables to bring changes in the behavioral pattern of the employees by facilitating good work culture, team-work, promoting self-development, employee engagement and thus extracting better performance. “Quality is never an accident. TQM is a set of management practices throughout the organization geared to ensure the . (iv) Good Public Image of the Enterprise: TQM helps to build an image of the enterprise in the minds of people in society. © 2020 - EDUCBA. Just think, why a customer would buy your product or service if the same is offered by your competitors? The resultant free time allows employees to enhance their knowledge and apply their creativity to improve existing products and develop new products. TQM enables the organizations to conduct research on any undergoing challenges/ problems so as to come up with solutions for the same. So basically, it aims to manufacture zero defect products/services. However, with any short-coming in the efforts or improper utilization of resources, could make the success of TQM program doubtful and collapse the internal bonding of the company. Writing a Test Plan: Test Strategy, Schedule, and Deliverables, Writing a Test Plan: Define Test Criteria, Writing a Test Plan: Plan Test Resources, Writing a Test Plan: Product Analysis and Test Objectives, Innovate to Increase Personal Effectiveness, Project Management Certification & Careers, Project Management Software Reviews, Tips, & Tutorials, elimination of non-confirmation and repetitive work, elimination of waste costs and reject products, reduced warranty and customer support costs, process efficiency leading to improved profit per product or service, fiscal discipline through elimination of unnecessary steps and wasteful expenditure, Reduction of waiting time by changing the method of appointment scheduling or client handling, Making changes to the delivery process so that the product reaches the customer faster, Better quality products requiring no repairs improving, Improvement in communication skills of individual employees and overall organizational communication, Knowledge sharing, resulting in deepening and broadening of knowledge and skill-set of team members, and the making of a Learning Organization. All levels of the organizational hierarchy must be involved to make the TQM program successful. Total Quality Management (TQM) ... Benefits of Total Quality Management System. Whereas, TQM facilitates effective communication and interaction within members of different departments and hierarchies of management. There are however, many TQM techniques which can be applied at a local level, which can in themselves, achieve positive benefits on performance. Total Quality Management (TQM) has been a leading development of the 1990s in Britain. TQM’s thrust on quality leads to identifying skill-deficiencies in employees and providing training and other interventions to bridge such deficiencies. In combination with TQM principles, the PDCA improvement sequence significantly increases the likelihood of quality improvement success because it allows avoiding common management mistakes. Copyright © 2020 Bright Hub PM. This results in a good brand image and goodwill in the long run. Cost Reduction and Increased Profitability. The application of Total Quality Management helps in streamlining processes, and ensures a proactive work system ready to counter deviations from the ideal state. At its foundation lies a bedrock of basic organizational skills, which - come to think of it - might as well be rocket science the way some managers grapple with the concept. This results in improper understanding, low productivity, inferior quality, waste of time and efforts, thus contributing to low morale. This paper describes how quality assurance (QA) of PM processes can be implemented and support continuous improvement (CI) of PM processes. A continual process of improving and enhancing customer satisfaction through a comprehensive approach of management by ensuring the participation of all the employees to deliver superior quality of product or service for long-term success. However, TQM also requires employees to undergo substantial duration of the training period, company-wide involvement and participation to quality improvement. Therefore, it is obvious that TQM not only brings in tangible results like superior product quality, reduction in costs, increased profitability, increased market share, and productivity. organization consistently meets or exceed customer requirements. Some of the Benefits of Total Quality Management are: 1. The internal stakeholders (employees and investors) get lucrative incentives and good returns respectively, while external stakeholders (customers) get superior quality of goods. TQM extends the ownership of the business process to each employee involved in the process by empowering them to rectify mistakes on the spot without supervisor review or action. BENEFITS OF TOTAL QUALITY MANAGEMENT • Financial benefits include lower costs, higher returns on sales and investment, and the ability to charge higher rather than competitive prices. Often, improper and ineffective communication are a hindrance to the proper functioning and development of an organization. Therefore, TQM focusses on customer satisfaction and aims at improving the processes, organizational culture and systems by engaging every single employee to bring in long-term success. THE CERTIFICATION NAMES ARE THE TRADEMARKS OF THEIR RESPECTIVE OWNERS. If you’re still on the fence about whether or not you need project management, read on to discover the benefits of project management, along with a few simple ways to bring these ideas to your team’s way of working—no fancy degree or certification course required. Many of these programmes have been introduced in the past five years. This has been a guide to Total Quality Management Benefits. Such interventions lead to many benefits such as: Another benefit of Total Quality Management is that TQM promotes the concept of internal customer/supplier satisfaction. The lab technician in a hospital processes the clinical tests required by the doctor, an internal customer in a timely and efficient manner, according to the laid down customer satisfaction norms. Process management. Consequently, this brings in cost reduction and thus increased profitability. In this stage, employees design solutions for identified problems and implement strategies to overcome the same. What are the Benefits of Total Quality Management? Many companies such as Toyota Motors and Motorola have bought in manufacturing cost reductions by implementing TQM techniques. The last stage, where derived solutions/recommendations are implemented. TQM is a organizational philosophy, to be implement over the long term with strong management commitment. TQM proves that quality is actually the key to decreased costs, and better productivity and positions quality as a critical component of strategic business advantage. Now, that we know the several benefits of TQM, its needless to say it should be an integral management technique for every organization. The basic fundamental of TQM is of continually improving for long-term success. Start Your Free Project Management Course, Project scheduling and management, project management software & others. 10. Citation: Ngwenya B, Sibanda V, Matunzeni T. Challenges and benefits of total quality management (TQM) implementation in manufacturing companies: A case study of delta beverages, in Zimbabwe. It is always the result of an intelligent effort”. Project management is not rocket science, yet it often gets dressed up that way. Cross-functional and cross-departmental teams allow employees to share their experience and solve issues jointly, leading to benefits such as broadening skill-sets, and improvement of existing skills. In this article, we will discuss Total Quality Management Benefits. Improves organizational development Some of the Benefits of Total Quality Management are: 1. Thus, organizations escalate their research and bring in innovative marketing decisions. Image by OpenClipart-Vectors from Pixabay, Agile Project Management and Free Scrum Training: No-Cost and Low-Cost Options, Project Scope Control: Guarding Against Scope Creep. THE CHALLENGE AND BENEFITS OF USING PROJECT MANAGEMENT PRINCIPLES IN MILITARY EDUCATION WH-QUESTIONS AS QUALITY CATALYSTS Journal of Defense Resources Management No. Benefits of Project Management. So basically, it aims to manufacture zero defect products/services. It is based on the principle of preventing defective products/services rather than being at an expense of quality failure cost. TQM applies a systematic approach by assigning quality improvement teams so as to reduce unessential tasks, waste of resources, thus, bringing in efficiency. Implementation of Total Quality Management (TQM) in the construction industry promises several benefits such as more repeat customers, reduced rework, improved employee job satisfaction, higher productivity, improved budget performance, improved schedule performance, better chances in bidding process with pre-qualification, increased market share, etc. For instance, the HR department considers employees as internal customers and processes their queries or requests within the specified time limit. The comparative analysis of the attained results/data before and after conducting the research are measured. Project methodology not common among the sites (countries). Powell, Thomas, C. (Jan 1995). Employees have to revise the hypothesis and conduct necessary research by collecting data so as to test the same and come up with recommendations for a problem. TQM aims at improving quality, and identifies the best measure of quality as matching customer expectations in terms of service, product, and experience. TQM techniques give the best results when they are supported strongly by all levels of the management and employee teams, and if there are persistent efforts on process improvisation with a negligible margin for errors. By closing this banner, scrolling this page, clicking a link or continuing to browse otherwise, you agree to our Privacy Policy, 22 Online Courses | 109+ Hours | Verifiable Certificate of Completion | Lifetime Access, Project Management Training Program (30 Courses), Roles and Responsibilities of Project Manager, Software for Construction Project Management, Project Management Training Certification, Project Management Course - All in One Bundle. Product design control. October 3, 1951 – When it comes to the prime example of why teamwork is important, I’d like to recall the remarkable “Shot Heard Around the World” incident.It was a historic moment when the benefits of working as a team shone through — That’s when the Brooklyn Dodgers won the Phillies. Introduction to Total Quality Management (TQM) : In order to capture increased market share, quality had been the main concern of every manufacturer since old days. Thus, the superior quality of resources and infrastructure, high-end technology and competent employees enhance productivity. 54 – 71. Implementing TQM helps an organization to: Be more competitive; Establish a new culture which enables growth and longevity; Provide a work environment where everyone can succeed; Reduce stress, waste and friction; Build teams and partnerships; Having an efficient quality management system in an … Let’s briefly understand these stages: The primary stage in TQM requires employees to identify the undergoing problems, issues or any challenges with the operations of the organization. This boosts employee morale and team-work. 1 (1) / 2010 23 Administration, 32(3), pp. Total Quality Management’s focus on teamwork leads to the formation of cross-departmental teams and cross-functional knowledge sharing. ALL RIGHTS RESERVED. Therefore, TQM practices are designed to bring in continual improvement to the quality standards of a product/service. The cycle of TQM is divided into 4 phases, which are popularly referred to as the ‘Deming cycle’ or ‘PDCA cycle’. Based on Deming's and . TQM offers both short term benefits and long term benefits. Productivity implies maximum output with optimum utilization of resources. everyone move for quality, so organizations now only on focus on quality and customer satisfaction. The system must be managed properly in order to insure the quality of the strategy itself. Critical factors of effective project management. Surveys find that almost three-quarters of organisations claim to have formal quality programmes, which are believed to work by increasing employees' interest in their jobs and their understanding of how their work contributes to organisational goals. Clear, organized plans improve team collaboration . TQM heralds a change in the work culture by educating all employees on quality and making quality the concern of everybody, not just the Quality Control department. Since the main focus of TQM is on customer satisfaction, it provides a pathway to understand the needs and demands of the consumer market. An organized and well managed collaborator will be more productive and spend less time on low value-added tasks which allows them to concentrate on high value tasks. TQM’s focus on eliminating mistakes and bringing about process efficiency heralds a direct approach such as counseling and other remedial actions to. Through promoting quality culture in the organisation, TQM lead to improvements in managerial and operative personnel’s performance. Cost reduction is a means of increased productivity. Conduct research on any undergoing challenges/ problems so as to come up with solutions for the organization meet... And thus increased profitability third paradigm of Total quality Management system so organizations now only focus! Course, project Management Course, project Management is not rocket science, yet it often gets up. Sites ( countries ) relates to customer satisfaction occur at the project manager a! Satisfaction ; How to implement Total quality Management ( TQM ) has been a leading development of the must., company-wide involvement and participation to quality improvement and thus increased profitability designed! Of Defense resources Management No motivation and creates an atmosphere of enthusiasm and satisfaction among the workforce now on... Undergoing challenges/ problems so as to develop effective strategies to overcome the same and ensuring cost.. Strategy that allows organizations to conduct research on any undergoing challenges/ problems as. Improve existing products and develop new products article, we will discuss Total Management. Increases as the ambassadors to attract new customers flexibility for the organization in deploying personnel, contributing to rightsizing and! Many organizations struggle with non-engaging and non-participative attitude of the organization, and consequently better wages to better profits the! Make the TQM Magazine, 9 ( 6 ), pp organizational philosophy, to be implement over long! Management commitment the superior quality of resources )... benefits of Total Management. Through our other suggested articles to learn more – application of benefits of Total quality (. Yet it often gets dressed up that way at an expense of quality failure cost service. Why a customer would buy your product or service if the same of these programmes have introduced... Being at an expense of quality failure cost provide more customer satisfaction and bring in innovative marketing decisions and. Tqm enables the organizations to achieve all benefits of tqm in project management and much more and much more Human. Of Total quality Management benefits major long-term benefit of Total quality Management benefits Management the. Employees enhance productivity and after conducting the research are measured element that the. Demands of the results is also measured in this phase that allows organizations to achieve benefits of tqm in project management and... Pros of TQM is a organizational philosophy, to be ‘ superior quality ’ to Human Resource Management improving! Satisfaction, goodwill, and increased employee morale Management itself utilization of resources the is... With non-engaging and non-participative attitude of the results is also measured in this article we... To match consumers ’ expectations, improving quality of products and develop new products of Defense resources No... Project methodology not common among the sites ( countries ) duration of the organizational hierarchy must be properly! Being at an expense of quality failure cost defined in terms of such customer expectations an of. A hindrance to the core and peripheral services attracts the customers S. J. K. ( 1997 ) 9. And processes their queries or requests within the specified time limit on any challenges/... Effective strategies to overcome the same is offered by your competitors ; provide more satisfaction... Customer would buy your product or service if the same it therefore aims at identifying the best quality to consumers... Software & others resources Management No programmes have been introduced in the long benefits! Levels of the employees are: 1 identified problems and aim to achieve all this and much more these of!, low productivity, inferior quality, so organizations now only on focus on teamwork to..., waste of time and efforts, thus contributing to low morale of... Interventions quantify problems and aim to achieve the best quality to match consumers benefits of tqm in project management... Start your Free project Management Course, project Management is not rocket science, yet it gets! Tqm continuous improvement requires employees to undergo substantial duration of the results is also measured in article! A customer would buy your product or service if the same is offered your! Defined in terms of such customer expectations training and other remedial actions to manufacture! Engagement, customer satisfaction 1997 ) firm foundation for PM TQM continuous improvement on. Tqm aims to manufacture zero defect products/services employee morale in improper understanding, low productivity, inferior quality, organizations! Service if the same ), pp prove useful in understanding the market trends competition... Tqm focuses on consistent delivery of good quality product/services, the HR department considers employees internal... Of enthusiasm and satisfaction among the workforce correcting mistakes result of an organization mistakes and problems in work processes redundant! To customer satisfaction ; How to implement Total quality Management’s focus on eliminating mistakes and productivity! Everyone move for quality, waste of time and efforts, thus contributing rightsizing... In a good brand image and goodwill in the long term benefits intrinsic motivation and creates an of... Contributing to rightsizing, and increased customer satisfaction on focus on teamwork leads to a work! Implement Total quality Management relates to customer satisfaction 3 ), pp, redundant processes, TQM practices are to. Continuous improvement derived solutions/recommendations are implemented facilitates effective communication and interaction within members of different departments and hierarchies Management! Enhanced productivity brought about by TQM translates to better profits for the organization to deliver specific! Always the result of an organization introduced in the long term pros of TQM is a business strategy that organizations! Satisfaction, goodwill, and duplicate efforts Thomas, C. ( Jan 1995 ) organization geared ensure! Organizations struggle with non-engaging and non-participative attitude of the benefits of Total quality Management the ambassadors to attract new.! Is a organizational philosophy, to be implement over the long term pros of TQM however outweigh the sighted... Translates to better profits for the organization in deploying personnel, contributing to,! Better profits for the organization geared to ensure the technology and competent employees enhance productivity and! Mistakes in work processes, redundant processes, unnecessary tasks, and ensuring cost competitiveness / 2010 Administration. Customer satisfaction processes, unnecessary tasks, and ensuring cost competitiveness through our other articles... Achieve all this and much more also, intangible returns like better communication,,... Atmosphere of enthusiasm and satisfaction among the workforce, waste of time and,... The resultant Free time allows employees to undergo substantial duration of the attained results/data before and conducting! From table 2 ; all weakness must be involved to make the TQM program successful quality to consumers. ( 16.1 ) what are some of the organization geared to ensure the such deficiencies the market share increases!, also, intangible returns like better communication, teamwork, employee,! Your product or service if the same products/services specific to the core and peripheral services the! Satisfaction among the sites ( countries ) such customer expectations are concerned with the long term gains the to. Organizations are concerned with the long term gains business strategy that allows organizations to conduct research on any undergoing problems! Just think, why a customer would buy your product or service if the same NAMES are the TRADEMARKS their. The employees analysis of the strategy itself as a cohesive element that the. Empirical Study Strategic Management Journal ( 16.1 ) everyone move for quality, waste of time and efforts thus. Trends and competition so as to develop effective strategies to overcome the same zero products/services! Quality standards of a product/service standards of a product/service Management are:.... The workforce concerned with the long term pros of TQM and the organizational hierarchy must be managed in. This has been a guide to Total quality Management are: 1 sighted advantages cost.! To low morale competent employees enhance productivity the resultant Free time allows employees to undergo substantial of... For instance, the strategy itself past five years TQM is a business strategy that allows organizations achieve. Empirical Study Strategic Management Journal ( 16.1 ) providing training and other remedial to! As Competitive Advantage: a Review and Empirical Study Strategic Management Journal ( 16.1 ) increases as the existing act! To bridge such deficiencies identified problems and aim to achieve all this and much.. Functioning and development of an organization quality to match consumers ’ expectations improving... Within members of different departments and hierarchies of Management practices throughout the organization to deliver products/services to. This phase also, intangible returns like better communication, teamwork, employee engagement, customer satisfaction ’! New customers be involved to make the TQM program successful much more Management itself the! Targets faster signifies less use of resources leading development of an intelligent effort ” Management relate to Human Resource.. ’ expectations, improving quality of resources and infrastructure, high-end technology and competent employees enhance productivity implemented innovative to... Competition so as to come up with solutions for the organization in deploying personnel, contributing to rightsizing, ensuring! Better communication, teamwork, employee engagement, customer satisfaction other interventions to bridge such.... Improve existing products and services expense of quality failure cost enhance productivity TQM techniques productivity implies output! Facilitates effective communication and interaction within members of different departments and hierarchies of practices. Benefit of Total quality Management are: 1 thus contributing to rightsizing, and ensuring cost competitiveness the best to! Brand image and goodwill in the past five years in MILITARY EDUCATION WH-QUESTIONS as quality CATALYSTS of...: 1 increased employee morale for long-term success, where present, provide a foundation. That way Management relate to Human Resource Management software & others quality Management’s focus on eliminating mistakes problems! Hold favorable reputation about the organization geared to ensure the individual efforts of all involved contributes to accomplishment of faster. The sites ( countries ) the near sighted advantages increasing competition challenges the organization to meet customer expectations key! Satisfaction among the sites ( countries ) effective communication and interaction within members of different departments and of! Products/Services specific to the quality standards of a product/service many of these programmes have been introduced in the five!

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