Total Quality Management Practices In Indian Pharmaceutical Industry

In a competitive business environment, the growth of any business organization would entirely depend upon customer satisfaction. This can be ensured only by offering products and services of high quality. Therefore, continuous enhancement of quality on a sustaining basis has become essential for the prosperity of any business organization at present and in the future as well. the impact of TQM practices on customer satisfaction levels was assessed by using appropriate statistical techniques. From the empirical evidence, in this study, it is found that the effective implementation of Critical Success Factors (CSFs) of TQM will bring considerable impact on customer satisfaction levels. It is, therefore, understandable for managers that the practical implementation of TQM practices resulted in an improvement in customer satisfaction levels.