Case Study : Total Quality Management Principles

Berry, L. L. (2000). Cultivating service brand equity. Journal of the Academy of Marketing Science, 28(1), 128-137. Retrieved from http://link.springer.com/article/10.1177/0092070300281012

As we all have a vested interest in the continued success of the company, I think you might find the attached December 16 Chicago Tribune article about the state of affairs at Chipotle somewhat interesting. The e-coli outbreak last year caused a huge setback for the company, but as you are probably aware, they have had a very difficult time recovering. But their stagnant rehabilitation isn’t directly correlated to the stigma left by the outbreak, it’s due to increasingly poor performance and cleanliness standards exhibited at the store level.

Total Quality Management (TQM) is a complete and structured approach to organizational management that seeks to make better the quality of products and services through ongoing refinements in answer to continuous feedback. The importance and value of TQM was stressed by European Foundation of Quality Management to reach total customer satisfaction. TQM necessities may be defined separately for a organization or may be in adherence to established standards, such as the International Organization for Standardization's ISO 9000 series. Total Quality Management can define aims for the continuous improvement in all levels and functions of the organization. The continuous improvement suggests that quality management system should be a circle.

To compete now a day’s competitive environment companies have to take a look on customer satisfaction as a high priority because they now a days demands improved products in quality, cost and reliability. And these are the key factors on which the organization must focus on and to consider those key factors, organizations must adopt new approaches of management to gain the satisfaction of customer. We can examine every item in the figure shown below.

Improving Quality means reducing bad quality and improving the work efficiency of the work in organisation. Company require to maintain the quality which is directly depending on the quality procedure followed by the employees and implemented by the management to improve overall product quality of a company.

Human Resources constitute as one of the most imperative components of any organization, be it small scale business or a large conglomerate. Some of the key functions of the Human

According to a study conducted by National Rural Health Care Resource Centre (2013), the use of surveys highlights the concept that the satisfaction of consumers is directly proportional to organizational performance, which is on the other hand connected to the organization culture. The researchers found out that patient surveys such as HCAHPS have been widely used in the evaluation of various aspects of both clinical and non-clinical care. In essence, defining quality from a patient’s perspective offer better value for their improved safety, accessibility, equity and also comprehensiveness of care. When considered from a health facility’s point of view, quality improvement in hospital is more effective and offers better services a higher

The last decade of the twentieth century brought great development to the world and especially it has introduced new techniques and ideas to improve the business world. Subsequently, in the decade of 1990s the business world was revolutionized with the quality management technique in business. It was the time when the businesses started to embrace the concept of quality and so they started to use it as a competitive advantage (Abusa, 2013).

It is very important assets and the main resource of the organization. The human resources performance will eventually increase the efficiency of the organization due to this organizations spend a huge amount on its human resource. To achieve the organization goals the performance of human resources is a major aspect (Mwita, 2000). Mwita (2000) describes that performance of employees is the key component to achieve the organization goals. So, human resources performance increase the organization's efficiency as well as effectiveness but the question arise how an employee can work more effectively and efficiently to increase an organization's productivity and growth (Qaiser Abbas and Sara

Theories of operations refer to a strategy use to build the highest level of efficiency in an organization. The ability to convert materials and labor into goods and services in the most efficient way possible will be able to maximize profits.

Today's managers have access to an amazing array of resources which they can use to improve their skills. Some use the classical management approach especially traditional organizations while others use scientific management approach to solving organization problems and enhancing efficiency and productivity. Any of these approaches can be used in either a product or service base organization. These resources either tangible or intangible used to improve the product or skill of an organization determines its quality. Furthermore, in a predominantly service sector like the banks, interest rate or cost of transaction may be a considerable factor for patronage but quality of service is another critical factor used to woo customers. Infact, it is the major factor because poor quality service can even erode the goodwill of the organization. Quality is a relative concept and that’s why what one person regards as high standard or fit to the purpose

The PMBOK defines Project Quality Management as the process and activities of the performing organisation that determines the quality policies, objectives and responsibilities so that the project will satisfy the needs for which it was undertaken. Project management addresses the management of the project and deliverables of the project. Quality measures and techniques are specific to the type of deliverables being produced by the project.

Total Quality Management (TQM) is an improvement tool that is widely used in many companies. It consists of many aspects including Managing people as well as business processes in order to maintain customer satisfaction. With TQM, Businesses starts to do the right thing from the start and to ensure zero error. Therefore, it is important to learn the principle of TQM and how it acts in organizations with its advantages and disadvantages.

Received 18th December, 2010 Received in revised form 21st January, 2011 Accepted 29th February, 2011 Published online 13th March, 2011

To some extent I have had experiences with each of these approaches to administration over the course of my working career; however I have had the greatest exposure to the classical and the human relations approaches. Of these the classical approach has been the most common. Many of the organizations I have been associated with were organized around a formal organizational structure with specific rules and expectations concerning procedures and processes. The organizational hierarchy was well defined.