Modern Business Environment: Total Quality Management

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Total Quality Management (TQM) is an important aspect in the modern business environment because it is a management approach that seeks to promote the long-term success of an organization through customer satisfaction. Generally, this concept entails the attitude, culture, and organization of a business or firm that seeks to satisfy customers’ needs by providing high-quality products and/or services. In essence, total quality management requires that the organizational culture to focus on quality in every aspect of the firm’s operations. This process includes focusing on doing things in the right way the first time in order to lessen waste and defects across all operations. Microsoft UK is an example of a company that applies total quality management to meet the demands of its global customers. The use of this concept to enhance long-term success of Microsoft UK is fueled by the fact that the firm’s customers amount to approximately every computer user in the world, which necessitates managing customers’ experiences. Therefore, this company provides a good example of analysis of the application of total quality management as a vital concept in enhancing a company’s long-term success and promoting customer satisfaction.
Microsoft has a huge customer base around the world to an extent that nearly every computer user on the planet utilizes the company’s computer products. Microsoft’s growth and development to become a leading firm in Information Technology is driven by the fact that it has constantly positioned itself at the forefront of the emerging information age. The emergence of the information age is attributed to increased use of computers across the globe in the past few decades. People across the globe continue to u...

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...Microsoft to develop and implement a quality framework to guide coaching and development of its employees or staff. After listening to customers’ feedback, the company should identify the training needs of every employee and develop a quality framework that focuses on training staffs through various ways such as group training and e-learning methods. Secondly, the company should establish mechanisms through which employee feedback is gathered and acted upon to ensure a balance in its operations and initiatives towards improving customer satisfaction. Thirdly, Microsoft should establish mechanisms through which return on investment from delivering improved customer experience is measured in line with the overall business objectives. This helps in determining whether the established initiatives are contributing towards the overall success of the company.
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