Gaining an unbeatable advantage through customer satisfaction: A case study

The increasing competition is motivating the Indian automobile industry to implement Total Quality Management (TQM) by using a wide variety of Critical Success Factors of TQM. Purpose of this paper is to review customer satisfaction focus on Total Quality Management (TQM) framework in Indian Automobile Industry. In this paper, an effort was made for the analysis by covering a sample of 35 organisations from Indian automobile industry. The survey findings of the study indicated that quality scenario in the Indian automobile industry is improving and automobile manufacturer (OEMs) & Suppliers of the study (Tier-I) are focusing on Customer Satisfaction of TQM practices. It was also found that the sub-contractors (Tier-II) are not responding to the changing needs of the market.