Total Quality Management

Question:

Write an essay on Total Quality management.

Answer:

Total Quality management is a systematic process that primarily concerns about the quality of a product and service of an organization. A business organization tends to maintain the quality of products and services by maintaining five components primarily. These are quality planning, quality assurance, quality control and quality improvement. Total Quality management system is nothing but the collection of an overall business process that primarily focuses to meet the customer requirements by enhancing their level of satisfaction (Boyd and Tucker 2012). The primary aim and objective of a business organization is to fulfill the needs and demands of the customers. Customer satisfaction helps to build the image of an organization, to create a demand of their product in market and to spread the product beyond any particular geographical area. This particular study has primarily focused to deal with how globalization has a bigger impact on the functional change of quality management at the workplace. Globalization is otherwise named as the progress of civilization. In the earlier days, business organizations were not very much advanced in technology. At that time the utilization of information and communication system, the electronic surveillance was rare. As a result, people had to focus on the manual presentation to keep up the quality of service and product. Gradually, with the upgrading progress of civilization, people have become familiar with the advancement of technology (Goetsch and Davis 2014). As a result, their quality management system also has become more advanced and updated. The service providers like to fulfill the needs and demands of the customers with the help of advanced technology. 

Various kinds of organizational factors highly affect the quality management system. The factors include money, material, making methods, management, people and market. In order to maintain the quality of a product as well as service one particular business organization has to be strong economically. Without having a strong economical background, one business organization would never be able to maintain quality management system inside the workplace. The suppliers have to supply a reliable material. Otherwise, the manufacturers would never be able to maintain the product quality. Quality management is highly dependent on the making method of a particular product (Otten et al. 2012). The manufacturers have to follow a scientific as well as systematic method based on which the customers would like to show their attention for purchasing the product. Designing and manufacturing of a product by maintaining its quality is not the ultimate goal of an organization. Management plays a major role for maintaining the service quality of a product. For an example, the interpersonal communication among the employees of customer service department has to be strong enough. They should management the entire process in such a way that customers do not have to show their dissatisfaction to use the service of that business organization. Market is finally one of the most effective factors based on which the quality management system is highly dependent.  Before designing and manufacturing product customers have to conduct an in-depth market survey. Based on that market survey the marketing managers come to know about the current trends of customers’ needs and demands. Based on their demands organization tends to design the product. With the progress of globalization the taste of customers are changing gradually. As a result, business organizations have been very much advanced with the changing process of technology in order to maintain quality management at the workplace (Papp 2014).  For an example, Samsung in the earlier days liked to manufacturer touch screen mobile to maintain the quality management. With the upgrading progress of globalization, Samsung has explored various versions of smart phone for satisfying the demands of the customers. 

Three different approaches of total quality management systems include creating ultimate TQM environment, Utilizing the Pareto charts and Setting standard for consistency. The quality manager of an organization should create such an environment and approach towards the clients that they should never feel hesitation to get the service of the providers. The customer service system has to be undoubtedly effective to impress the customers. Therefore, it is highly important to maintain a friendly environment in front of the customers. With the help of Pareto chart, the service providers like to present an overall illustration about the quality of their products and services (Sallis 2014). Customers as well get the opportunity to acquire a brief overview about the product and service quality of that particular organization. Therefore, this approach is beneficial for both the employees and the customers. Setting standard consistency is such an innovative approach, based on which the employees can create a consistent impression on the mind of people or customers about their products and services. However, along with the progress of globalization, these approaches have also become innovative and trendy. With the help of advancement of technology such as internet and new media, the business service providers can already create a TQM environment through online. The customers would not have to present physically to face this advancement. By utilizing the popularity of public forum, people of different geographical area can easily communicate with the business organization to know about their products and services (Wang, Chen and Chen 2012). As a result, after visiting the organization both the service providers and the service users can be able to make an effective communication with each other. 

In the earlier days, only check sheet, diagram and chart were the primary effective tools based on which the managers intended to explain the quality of their products. Now a day the scenario has been changed to some extent. Business experts like to use some more innovative tools in order to communicate with the customers more effectively. These tools include pareto chart, scatter diagram, stratification, control chart, histogram and so many. With the help of these tools and techniques, the service providers get more scope to provide a detailed information about the brand or the product (Wang and Hao 2012). Customers as well like a demonstration method rather than a mere explanation. As a result, these kinds of tools are able to draw the attention of the customers easily. The quality managers have intended to utilize the essence of these tools very effectively. 

As per the western concept, total quality management is the procedure to maintain the quality of product and services in order to satisfy the customers. At the same time, it is also undeniable that quality is not a free service. Organization should definitely make a proper profit making planning (Zhang, Linderman and Schroeder 2012). As a result, the business organization would be able to deal with the customers in such a way that the service providers can easily draw the attention and of customers by fulfilling their need and demand and maintain the profit-making plan as well.  On the other hand, as per the eastern culture, maintaining total quality management system is possible only when the service providers would be able to create a collaborative environment amidst the number of customers. Collaborative environment can easily maintain a balance between supply and demand of products. This is one of the major parts of quality management as it renders customer satisfaction (Zink 2012). Therefore, as per the discussion on the differentiation of east and west quality management system it is evident that western quality management concept tends to emphasize on product quality whereas eastern intends to look at product service. Both the two concepts product quality and product service are inseparable related to each other. This particular study primarily aims to focus on how the entrance of globalization is able to change the function of total quality management.

Reference List:

Boyd, C.E. and Tucker, C.S., 2012. Pond aquaculture water quality management. Springer Science & Business Media.

Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence. pearson.

Kim, D.Y., Kumar, V. and Kumar, U., 2012. Relationship between quality management practices and innovation. Journal of Operations Management,30(4), pp.295-315.

Otten, T.G., Xu, H., Qin, B., Zhu, G. and Paerl, H.W., 2012. Spatiotemporal patterns and ecophysiology of toxigenic Microcystis blooms in Lake Taihu, China: implications for water quality management. Environmental science & technology, 46(6), pp.3480-3488.

Papp, J., 2014. Quality management in the imaging sciences. Elsevier Health Sciences.

Sallis, E., 2014. Total quality management in education. Routledge.

Wang, C.H., Chen, K.Y. and Chen, S.C., 2012. Total quality management, market orientation and hotel performance: The moderating effects of external environmental factors. International Journal of Hospitality Management,31(1), pp.119-129.

Wang, S. and Hao, J., 2012. Air quality management in China: Issues, challenges, and options. Journal of Environmental Sciences, 24(1), pp.2-13.

Zhang, D., Linderman, K. and Schroeder, R.G., 2012. The moderating role of contextual factors on quality management practices. Journal of Operations Management, 30(1), pp.12-23.

Zink, K.J., 2012. Total Quality Management as a holistic management concept: the European model for business excellence. Springer Science & Business Media.

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