Total Quality Management

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Task 1 Question
1.1 – Discuss the definitions of quality in terms of business and service provision.
Answer for question 1.1 :
Quality Management refers to overseeing all of the activities and tasks which needed to maintain a desired level of excellence.
This includes planning, implementing and assurance as well the quality control and quality improvements . Also referred as Total Quality Management (TQM).
In terms of Business and service provision ,quality means that the product or service meets the customer needs and exceeding customer expectations.
There are some interpretations that gives the meaning of quality in terms of business.
- Three Examples, from ‘http://www.businessballs.com/qualitymanagement.htm’ : * According to ISO 9000: …show more content…

Answer for question 2.2:
A continuous improvement is to find out what’s the problem effecting on your business, therefore continue examine processes is needed to discover and eliminate problems.
Customer were evaluated against organizational goals. Continuous improvement also known as Kaizen {the translation of kai (“change”) zen (“good”) is “improvement”}.
An ongoing effort to improve products, services, or processes is known as continuous improvement. In the light of their efficiency, effectiveness and flexibility delivery (customer valued) processes are constantly evaluated and improved.

2.3 – Illustrate the type of added values to be gained.
Answer for question 2.3:
Some people think that total quality management through quality management systems are a never-ending expense that businesses have to engage in to ensure products or services are not defective or meet basic requirements.
The long-term viability of a company's business plan depends on sustaining its Competitive advantage is usually achieved through developing new products and services that satisfy and delight customers and through restructuring and improving business processes to improve quality and reduce …show more content…

When customers use a product for a long term, they want to see how this product will be improved by the company. If quality increases, then sell will also increase. Task 3 Question

3.4 – Identify the value of complaints procedures and analyse how they may be used to improve quality.
Answer for Question 3.4:
To satisfy the customer, company needs to face the complaints procedure. From this procedure a company can identify the weakness part about the fault of product or services , this is because only customers can see the organization mistakes and problems .
An organization can identify their product’s low quality point when the rate of complaints recorded against a particular product or a service. For planning and employing quality management practices these data can be used.
A company also will be able to improve for the low quality point and product faults from customer complaints .
In conclusion, customers may complain against staffs who provide service to them, and then company may improve employees’ quality by proper

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