Consumer and Quality

Consumer and Quality Book Description

This completely revised 2nd edition is designed to provide useful guidelines to help consumers make the most appropriate purchase decisions in the milieu of a multi-choice environment, thanks to liberalization and globalization, which are in force for a number of years.

Important Features: Highlights the importance of quality as the major factor for purchase decisions.
Consumer rights and responsibilities are highlighted.
Consumer complaint redress procedures and consumer court cases detailed.
Practical case studies and examples cited.
Tips on how to deal with various situations regarding product quality, durability, and after-sales service.
Importance of conserving resources through recycling highlighted.
Contributions of a consumer towards protecting our environment is suggested.
The parameters necessary to update the knowledge base on consumer matters are discussed.
General readers would find the presentation interesting, useful and informative. Consumer activists, professional managers, service providers and technical managers would also find the book to be a valuable reference source onconsumer matters. The book is all about consumerism that has seeped into every walk of life.

About the Author(s):
D.B.N. Murthy is a quality and management independent consultant currently based in Bangalore. His experience of over four decades concerns quality, management, human resource, and consumer affairs among others. He is an Electrical Engineer and a Fellow of the Institution of Electronics and Telecommunications. His work experience includes a stint as Development Manager at the Indian Telephone Industries Ltd., Bangalore and as Quality Manager at Philips India Ltd., Loni-Kalbhor, near Pune. He has received advanced training at Automatic Electric Company, Liverpool, U.K. and at N.V. Philips, Eindhoven, the Netherlands. He has presented technical papers at various national as well as International fora.

Mr. Murthy has been active in the Quality Control Organization, National Institute for Quality and Reliability (NIQR) where he held positions of secretary and vice-president. He is a life member of Indian Association for Quality and Reliability (IAQR), Quality Circle Forum of India (QCFI) and Indian Statistical Institute (ISI). He was a senior member of the American Society for Quality Control for over 20 years and was awarded an ASQC Certified Quality Engineer, which was periodically renewed for over ten years. He has been included in biographical publications like ``Afro-Asian who?s who``, ``Biography Today`` and ``Asia/Pacific who`s who``.

Mr. Murthy is a prolific writer having published 11 books and over 2400 letters and articles on a variety of topics in newspapers, magazines, and journals. These include Harvard Business Review, Quality Progress, and Journal of the American Society for Quality Control. New York Times, India Today, The Week, THE HINDU, Deccan Herald, and OUTLOOK.

Contents:
Importance of Quality
Consumer Rights and Responsibilities
Making the Right Choice
Returns, Warranty and Product Liability
Consumer Complaint Redress
The Role of Consumers
What the Future Holds for Consumers
Appendix?Consumer Organizations
Bibliography
Index

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