| SMART JOURNAL OF BUSINESS MANAGEMENT STUDIES |
VOL. 12 |
NO. 1 |
PAPER 2 |
DOI : 10.5958/2321-2012.2016.00002.6 |
TOTAL QUALITY MANAGEMENT IN ORGANIZED RETAIL SHOP FROM SERVICE PROVIDERS’ POINT OF VIEW
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| Tohid Kachwala*
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| * Professor, School of Business Management, NMIMS University, Mumbai, India |
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| Quality management is recognized as the foundation of business competitiveness and it is proactively integrated with all business practices. Adoption of QM is not a quick fix approach to improving management and productivity. It requires a transition from outcome oriented systems to a continuous improvement approach to problem identification and resolution of organization processes. Organized Retail covers supermarkets, hyper-markets, and malls managed by professionals and they offer variety of services and products under one roof and they operate on self-service model. Total Quality Management in Organized Retail Shop is important to attract and retain customers and also to provide Rob satisfaction to the employees. This study is an attempt to identify the important factors of Total Quality in Organized Retail Shop, the relative importance of these factors from service provider)s point of view and evaluation of these factors for statistical significance. |
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