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Total Quality Management

Decent Essays
Total Quality Management (TQM) has been described as a systems approach to ensuring quality in an organization. The principle is considered to go beyond mere Quality Control and Quality Assurance techniques. It is also known to cover more details than a simple Total Quality Control system.
Total Quality Management (TQM) is dynamic in its approach and it has a strong philosophical base that incorporates many of the concepts that form the basis of Total Quality Control system. In Total Quality Management (TQM), it is considered that everyone in the organisation has to be involved in the activities that will bring about continuous improvement in processes and therefore in products/service delivery in order to ensure customer satisfaction.
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This goal is usually achieved through the channelling of all the processes and activities of the organisation unto the customers’ needs, with the expectation of improving the levels of customer satisfaction, customer retention and organisational profitability and performance.
However, the relationships between the practice of Total Quality Management and the levels of customer satisfaction, customer retention and organisational profitability and performance have not been clearly defined. It is the objective of this study to assess the possible real impact of the practice of Total Quality Management on customer satisfaction and retention.
According to Reed, Lemak, & Mero (2000), it has been discovered that more and more organizations employ the practice of Total Quality Management as a strategic foundation for generating a competitive advantage.
Some organisations also employ the practice as a means of improving their organisational profitability and performance, (Hendricks & Singhal, 1997; Lemak & Reed,
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