Four Components Of Total Quality Management

In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work” (ASQ, 2016). TQM can be used based off eight (8) key elements that most if not all companies use. The key elements are customer-focused, total employee involvement, process-centered, integrated system, strategic and systematic approach, fact-based decision making and lastly communication. The first element of TQM is the most important element, which is the customer.

The purpose of these marketing strategy is to strengthen the customer relationship by value creation. Based on the TQM approach, quality is maintain along the whole process to gain customer satisfaction. The TQM philosophy focuses on relationship-based marketing which can lead to customer satisfaction (Christopher et al., 1991). Customer satisfaction happens when an organization create value in their services.

Total Quality Management (TQM) is the theory of continuous improvement that involves all workers in a business from upper management to production line workers. The focus of the improvement program is to improve customer service and reduce waste in the business (Kelchner, 2015). There are 8 key elements that TQM is built upon. These 8 elements

Total Quality Management (TQM) may be defined as a continuous quest for excellence by creating the right skills and attitudes in people to make prevention of defects possible and satisfy customers/users totally at all times. TQM is an organization-wide activity that has to reach every individual within an organization (Lakhe and Mohanty, 1993: p.9).

Total Quality Management (TQM) is a process that seeks to continually re-examine the requirements of its customers and provide a policy of continuous improvement to its products and services (Morris & Oakland, 2002, p. 11). TQM is similar in many ways to supply chain management in that it relies on suppliers to provide goods and services as part of a supply chain. However, TQM strives to improve the quality of its products and services at every step between its customer and supplier. In like manner, the customer and supplier chains, internal as well as external, are the basis of the TQM model (Morris & Oakland, 2002, p. 11). In turn, these chains must be supported by communication, commitment, and the culture within the company.

In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work. The methods for implementing this approach come from the teachings of such quality leaders as Philip B. Crosby, W. Edwards Deming, Armand V. Feigenbaum, Kaoru Ishikawa, and Joseph M. Juran.

Organizations all over the world have to use different techniques for quality improvement. TQM is one of the competitive strategies that are widely used within organizations for improving quality and achieving success. The concept of TQM was developed in the late of 1940s and 1960s in Japan after the Second World War by Freigenbum, Juran and Deming. Top management commitment is one of the core principles in TQM which assumed to have a vital and important role in creating an organizational climate that empower staff (Ramesh and Ravi, 2013).

Total Quality Management (TQM) is an improvement tool that is widely used in many companies. It consists of many aspects including Managing people as well as business processes in order to maintain customer satisfaction. With TQM, Businesses starts to do the right thing from the start and to ensure zero error. Therefore, it is important to learn the principle of TQM and how it acts in organizations with its advantages and disadvantages.

This section explains how TQM should apply to my organization. I work for Nalco Company. Quality is essential in the retention of customers. Accounts can easily be lost if quality is not present. My company can improve in Total Quality Management. Quality is emphasized greatly to the Salesman but not to the Service Technicians. Insufficient training is typical. The epitome is that the Service Technicians have more face time with the customer than the Salesman ever have. After selling an account the service technicians takes over and after several years Nalco usually loses the account due to quality. Nalco charges a premium for its services and customers choose Nalco for quality service.

Quality management is seen as the most essential part when it comes to the organisation of a business and possible the most important and complex component of business strategy (Golder et al. 2012: 1). It can be argued that the success of a business is down to the management of quality. This means managers must deal with meeting both internal and external expectations set in order to excel. Quality is a concept that has to be applied throughout the business and must involve everyone within the organisation and it is through this we see the implementation of total quality management (TQM), defined by Dale (2003) as ‘an ever evolving practice…which meet and hopefully exceed the needs and expectations of customers’ (Dale, 2003: 4). The

Total quality management is something many companies strive to attain. In this essay I will be defining total quality management, describing the ten Core Concepts and their relevance to the Ritz-Carlton Hotel Company, as well as confer the advantages of perpetual improvement in Total Quality Management. In order to fully understand these principles it is necessary to gain comprehension through defining Total Quality Management. "Total Quality Management (TQM) is a comprehensive and structured approach to organisational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback.

Approximately 92% of industrialized corporations and 69% of service organizations have instigated some structure of quality management procedures. Not all TQM plans have been successes; however, a recent examination of 325

Total quality management is something that was introduced to us around the 1950s. By the 1980s this was something that had been implemented more into many different businesses and the movement began. A total quality management team is defined as the techniques an association uses to recover not only the quality of its company and services but also its production level. This technique involves a lot of joint effort and is used through-out an organization. Everyone is included in this management from the employees to the inside staff a company employs. Externally TQM is also used with people such as the clients that the company associates their business with and the customers that use their services or products. Most importantly, TQM’s main objective is to implement efficient production and quality that will in return increase a companies revenue and also give the company a boost against its competition ( “Intro and Impl.” Para 2. 2010)

In this essay I will explore how the use effective quality management can be used to continuously improve a business that seeks to deliver high quality service. Torkildsen (2011) defines quality management as, concerning processes that are designed to deliver continuous improvement within an organisation and aim to meet and exceed customer expectations of the product and or service that is being provided. To me Torkildsen’s definition sums up quality management perfectly and shows that the most important aspect of generating success within an organisation is by ensuring that the customers are always happy. Furthermore, the importance of quality management and having and approach deployed is supported by Hope et al (1997) cited in Beech and Chadwick (2012) they state “An organisation without strategy is like a motorist on a long journey without a map.” This is an amusing way of stating that all organisations should have strategies implemented with every action they take, I will be discussing the use of quality management schemes and strategies within this essay. There are many quality management schemes that can be used within organisations, the three approaches I am going to discuss within this essay are Quest, ISO 9001 and the European Foundation for Quality Management (EFQM). Within the first section of my essay I will be discussing Quest and the effectiveness of the scheme when deployed by certain organisations. I will then do the same for ISO 9001 and EFQM, weighing up

TQM framework begins with the knowledge provided by gurus of quality followed their contributions to the development of principles and practices and the tools and techniques. Some of these principles and practices along with the tools and techniques are used in the product/service realization activity. Feedback from internal/external customers or interested parties provides information to continually improve the organization’s system, product and services.