Daijiworld Media Network - Mangalore (SP)

Mangalore, Jul 25: National Productivity Council Chennai deputy director B Gireesh said that there is no specific scale or set standard to measure the concept of the quality of a service or product. It depends on the level upto which the companies stretch themselves for appeasing their customers, he said.

He was speaking on the subject of the 'overall quality management' at a programme organized under the aegis of Mangalore Productivity Council on Thursday July 24 at the SDM Law College in the city.

The concept of overall quality management itself is consumer-driven. This concept depends greatly on the long term commitment and continuous improvement of the processes. The success of overall quality management depends highly on the leadership quality of the management. High-level of knowledge is required for the successful implementation of the steps towards improving quality, he explained.

It is very important for a concern to maintain the quality of its products as also the quality of the processes at a high level, to meet the expectations of the customers. If any one of them fails to match with the other, the concept of quality management suffers, he explained.

Organized and integrated efforts, responding to customer expectations, continuously improving the processes and products while attending to defects or problems are the important points of this concept, he narrated.

Chief Manager (retail sales) of Indian Oil Corporation Mangalore Ullas M Kamath presided over the programme.