Jkbank's Case Study Of Total Quality Management

Service quality is one area which was studied extensively for the past four decades. In the field of service marketing, there are many definition for service quality. Parasuraman et al, (1988) defines service quality as a discrepancy between customers’ expectation and perception of a service or service experience and this is basically the perceived service quality. Based on this concept, Parasuraman et al. (1985), developed a model known as the SERVQUAL. The SERVQUAL model is based on 22-item scale and it measures service quality based on five dimensions which are reliability, responsiveness, tangibility, assurance and empathy. According to Parasuraman et. al (1985) these five dimension are generic and they are applicable across the industries. However, there are some critics to this model also such as Gronroos (1990) and Mangold and Babakus (1991) who opines that SERVQUAL solely focuses on the service delivery process while neglecting the outcome of the service. Interestingly, the inventors of SERVQUAL suggested the importance of both the functional and technical aspect of service quality in the model (Parasuraman et.al, 1985). However, they didn’t include the technical aspect but it in the instrument. The emphasis on the functional aspect is basically the American school which was

Service quality is defined as a comparison of customer expectations with service performance. The organizations with high service quality meet the customer needs and also remain most economical in terms of competition as improved service quality also makes the firm more competitive. High service quality is achieved by knowing operational process through identifying problems in service and defining measures for service performances and outcomes as well as level of customer satisfaction (Suneeta & Koranne, 2014).

6. The organization and supplier should have ongoing discussions with information exchange so that success can be achieved by both parties.

Berry, L. L. (2000). Cultivating service brand equity. Journal of the Academy of Marketing Science, 28(1), 128-137. Retrieved from http://link.springer.com/article/10.1177/0092070300281012

Improving Quality means reducing bad quality and improving the work efficiency of the work in organisation. Company require to maintain the quality which is directly depending on the quality procedure followed by the employees and implemented by the management to improve overall product quality of a company.

Traditionally, Service quality can be portrayed as the result from client comparison between their assumptions about the service they will use and their insight about the service company. That implies that if the insight recognitions would be higher than the desired the service will be considered as fabulous, if the desires rise to the insight observations the service is viewed as great and if the desires are not met the service will be viewed as awful. For a service to be considered as good the organisation is required for making customers satisfied and service quality should be associated with customer perceptions and expectations. (Carlsson, 2010)

According to a study conducted by National Rural Health Care Resource Centre (2013), the use of surveys highlights the concept that the satisfaction of consumers is directly proportional to organizational performance, which is on the other hand connected to the organization culture. The researchers found out that patient surveys such as HCAHPS have been widely used in the evaluation of various aspects of both clinical and non-clinical care. In essence, defining quality from a patient’s perspective offer better value for their improved safety, accessibility, equity and also comprehensiveness of care. When considered from a health facility’s point of view, quality improvement in hospital is more effective and offers better services a higher

In the quality management case study (Rickling, 2013), Lauren, a new quality engineer straight out of school has been tasked to test new devices at a very prestigious technology company. I’m sure she wants to perform well in her new job however, she has found that the devices were not meeting the high standard of extreme conditions testing per the agreed upon specifications with their new customer. Consequently this customer partnership puts this company ahead in the market and is a huge milestone for them. Upon exposing the failure to meet the specifications, her general manager and immediate boss have instructed her to push this product through anyway as to not risk slowing down a large production and jeopardizing this new deal. Lauren

The TQM theory was elaborated by W. Edwards Deming to better the management of industrial units (Militaru et al, 2013). Contributors to the concept of TQM are people such as Deming (Anvari et al, 2011). Dr Deming considered quality and process improvement activities as the catalyst necessary to start an economic chain reaction. Improving quality leads to decreased costs, fewer mistakes, fewer delays, and better use of resources, which in turn leads to improved productivity, which enables a company to

Total quality management (TQM) is to provide customers with superior products and services. Every company has to continually examine their activities to improve quality and eliminate defects and wastes, especially lean companies who strive for high-quality production. The production might be slowed or shut down by poor-quality materials and defective manufacturing processes. Those companies have adopted ABC and identified their primary activities, they can concentrate on making those activities more efficient or finding ways to eliminate any non-value-added activities. Most companies find that they can generate savings in the end of value chain, such as production, marketing, distribution and customer service if they invest more in Research and Development (R&D) and design. This is because the carefully designed products and

Total quality management also known in not realistic which is in philosophy type. It used to be a guideline to improve the basis of advance continuously in an organization. The total quality management set the strategy to achieve the vision of the organization. The second principle of total quality management, involvement of all employees. Every individuals should have their own opinions in order to improve an organization, so all the staff gather to come out with a better way to improve organization. Total quality management implement by maintain the quality of service and product to fulfill customer satisfaction, at the same time it does not break down the flexibility and inventiveness of an organization’s operation system. The total quality management take the responsibility to modify the process of organization improvement. It make sure the continuous improvement of the organization so the organization can use the smallest amount of cost to produce better quality of product so it can achieve customer’s satisfaction. The theory of total quality management make sure that the improvement of the activity and the technology is carry out continuously in order

In 1980, the character of quality in business strategy has taken two significant steps. Firstly, many businesses have recognized a strategy driven by quality can lead to substantial market advantages. Secondly, the lines between quality strategy and generic business strategies have become blurred to the point where TQM principles are integrated into most businesses' normal business planning. Nowadays, integration of TQM into strategic business planning is the result of a natural evolution for most businesses. Total Quality Management, is a way by which management and employees can involve in the continuous improvement of the production of goods and services. It is also a combination of quality and management tools aimed at increasing business and reducing losses due to wasteful

This chapter provides a review of the literature that has studied related topics to the concepts of Total Quality Management (TQM) and Teamwork among healthcare environment. The literature review included a search of multiple databases: Science direct, Pubmed, Google scholar and Wiley online library. The keywords utilized in the search engines were: Total quality management, teamwork, teamwork in healthcare and teamwork improvement.

Service quality is thought to be a critical measurement of competitiveness. Providing excellent service quality and high customer satisfaction is the vital issue and challenge facing the modern service industry. Service quality is an important subject in both the public and private sectors, in business and service industries (Zahari et al., 2008). It is the degree to which a service meets or exceeds customer needs and expectations that is important. During the past two decades, service quality has become a major area of consideration to practitioners, managers and researchers because of its strong influence on business performance, lower costs, and return on investment, customer satisfaction, customer loyalty and gaining advanced profit (Ostrowski & O 'Brien, 1993).

Service quality, in terms of customers’ perception, arises from a comparison of what customers expect that companies should offer with the companies’ service performance they perceive (Parasuraman et al, 1988). In order to maximise customer satisfaction, companies need to know what service components are important in customers’ perception and try to deliver good service quality with suitable proportions of those components.