Essay on TQM

1038 Words 5 Pages
In the early 1990s, the concept of Quality Service as a differentiating factor came to life in the hospitality industry. Hotel companies and restaurants implemented quality assurance programs and referred to their quality service in their advertising. Significant efforts were made to implement Total Quality Management practices – which at that time had been ubiquitous for years in the manufacturing industry – in order to not only maintain product quality, but more specifically to improve their service quality. And for the first time a hotel company, namely The Ritz-Carlton Hotel Company, won the prestigious Malcolm Baldridge National Quality Award, which is presented to organizations for providing outstanding quality products
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TQM places strong focus on process measurement and controls as means of continuous improvement. In trying to understand TQM better, is it is well worth considering the relevance and meaning of the three words in its title.
Total - The responsibility for achieving Quality rests with everyone in a business no matter what his or her function. It recognizes the necessity to develop processes across the business, that together lead to the reliable delivery of exact, agreed customer requirements. This will achieve the most competitive cost position and a higher return on investment.
Quality - The prime task of any business is to understand the needs of the customer, then deliver the product or service at the agreed time, place and price, on every occasion. This will retain current customers, assist in acquiring new ones and lead to a subsequent increase in market share.
Management - Top management lead the drive to achieve quality for customers, by communicating the business vision and values to all employees; ensuring the right business processes are in place; introducing and maintaining a continuous improvement culture.

History of TQM
Many of the TQM concepts originated with the work of Dr. W. Edwards Deming, the American statistician, who guided the Japanese industry's recovery after World War II and who formed many of his ideas during World War II when he taught American industries how to use

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