Total quality Management, can be defined as ensuring all departments within any company is focused on achieving customers needs and organisational objectives, ensuring continuous improvement of all organisational processes, including employee participation, teamwork and leadership. If we break down total quality management even further total can be defined as: involving all, elements, participants, and resources with in the Company. While quality is producing or providing products or services of high quality, meeting customer requirements. And finally management must ensure quality is achieved and managed. With out full management co-operation, total quality management will never be successful.
TQM is a management philosophy that seeks to integrate all organizational functions (marketing, finance, design, engineering, and production, customer service, etc.) to focus on meeting customer needs and organizational objectives. TQM views an organization as a collection of processes. It maintains that organizations must strive to continuously improve these processes by incorporating the knowledge and experiences of workers. The simple objective of TQM is “Do the right things, right the first time, every time.” TQM is infinitely variable and adaptable.
“Total Quality management is a management approach followed by the organizations to provide quality products continuously to achieve long-term success through customer satisfaction”. Total - everyone in the organization is involved in creating and maintaining the quality of the services and products offered. Quality - the organization through individual and collective actions focuses on meeting customer needs, recognizing that customer perception identifies quality. Management - in managing the system, the emphasis lies on continuously improving the system in order to achieve the best results. The paper throughout has avowed about the role of the management to attain quality.
To achieve customer satisfaction the firm needs to sustain quality service which will lead to increase in profits, improve the organizations image and save costs. All persons within the firm must be engaged in providing customer satisfaction, with management ensuring they provide a customer oriented environment which in turn ensures customer driven services. How a customer perceives service quality and the overall firm is influenced by the interaction with as well as the behaviour and personality of employees. Muniu (2015) states that many firms do major investments in order to improve customer loyalty while neglecting the importance of motivating employees to meet the goals of the firm. In today’s competitive market, motivating employees to offer quality service would result in customer loyalty through customer satisfaction and give the organization a competitive edge.
Deming's Principles of Total Quality Management (TQM) Clarify your Concept Define your mission/vision/goal -- aim for constant improvement in the product or service you offer your clients. You cannot do this without maintaining a high level of motivation and satisfaction in the people that comprise your organization -- consider that an aspect of your goal. Realize your Concept With clear vision and energetic motivation, make your concept a matter of daily practice: have a long term, not short term profit orientation. find, understand (the causes), and root out the 4 detriments (fear, jealousy, anger, revenge). eliminate practices that undermine workers' self / mutual respect and motivation (production quotas, sloganeering, sexist / racist expressions, favoritism / nepotism).
Principles in the management can be identified to use them in system and connect them with the values. We have different values in each culture which we can use in TQM. The strategy is built on connecting all the values in order to reach customer satisfaction in the current culture we are committed to. The continuous improvement (Kaizen) is required being on a high quality to reach customer’s needs. We can start any company successfully if we determine TQM well.
In addition to the focus on systems, SHRM is about lining up with the company's objectives of superior performance by creating a competitive advantage. The drastic changes taking place in the workplace and the work force has led to the remarkable development of traditional human resource management to strategic human resource management. SHRM are considered very important for any organization as they focus more on strategic issues rather than operational ones. The most important priority of Strategic HR management involves managing people in the organization, and incorporating all human resource policies and programs within the framework of a company’s strategy. Also all decisions on finance, marketing, technology or operations are done by an organization’s people.
Provide employees with an opportunity to lead, empower managers to run the day to day operations during the changes. The refreeze phase of Lewin’s model is when the changes have been instilled and everyone has accepted the changes. Change has been cemented and signed off on by the stakeholders. Now it is all about sustaining the change that has been put in place by reinforcing those standards. A great reward system is a good idea to keep employees motivated.
People, processes, management practices, and products should improve continually. Masaaki Imai gives an overview of the concept that is summarized in the following paragraphs: Kaizen value system The underlying value system of kaizen can be summarized as continual improvement of all things, at all levels, at all time, forever. All of the strategies for achieving this fall under kaizen. Executive managers, middle managers, supervisors, and line employees all play key roles in implementing kaizen. Role of executive management Executive managers are responsible for establishing kaizen as the overriding corporate strategy and communication this commitment to all levels of the organization, allocating the resources necessary for kaizen to work, establishing appropriate policies, ensuring full deployment of kaizen policies, and establishing systems, procedures, and structures that promote kaizen.
Total Quality Management Total quality management has become a necessity in today's society amongst businesses and consumers. Organization and consumers believe that quality is very important, and it will make or break an organization. Ensuring quality in products helps eliminate liability that would come from defective products, and it increases the rate of the returning consumer. Companies are liable if there products were made poorly, and if they cause a disaster from the use of their products. According to Achieving Quality through Continuous Improvements, it defines total quality management as: Total Quality Management is a holistic business management methodology that aligns the activities of all employees in an organization with the common focus of customer satisfaction to be achieved through continuous improvement in the quality of all activities processes, goods and services (1998).