Literature Review
Quality management is an act that monitor all activities that needed to maintain and sustain high quality output, continuous improvement of process and product to a desire level of excellence in order to create customer satisfaction (Flynn, Schroeder, & Sakakibara, 1994, p. 342). Nowadays, increase in globalization and international trade had led to the increase of competition in the global market. The increase of competition had forced companies to focus on the concept of quality in their business and discover that effective quality management can increase their competitive advantage in the global market (Anderson, Rungtusanatham, & Schroeder, 1994).
According to the research (Usha Lenka et al., 2010), the concept of quality
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Companies not only need to focus on the quality of the products and services, but also the marketing strategies. In addition to the 4Ps marketing, which is product, price, place and promotion with additional 3Ps which is physical evidence, people and process is added together to form 7Ps marketing (Kotler, 2003). The purpose of these marketing strategy is to strengthen the customer relationship by value creation. Based on the TQM approach, quality is maintain along the whole process to gain customer satisfaction. The TQM philosophy focuses on relationship-based marketing which can lead to customer satisfaction (Christopher et al., 1991). Customer satisfaction happens when an organization create value in their services. Besides that, lean management is one of the quality management approach. Lean management is an approach that supports continuous improvement, eliminate unnecessary process to improve efficiency and quality (Allen and Wigglesworth, 2009). Lean management originates at Toyota by Taiichi Ohno. Womak and Jones describe the 5 steps in applying lean management. First, define goals that align with customers needs and wants. Second, identify every steps in the process and eliminate unnecessary steps and steps that do not create value for customers. Third, connect the steps that create value. Fourth, encourage employee involvement and participation. Fifth, constantly improve to
Marketing is the total management procedure via which a product progresses from concept to consumer to satisfy and meet the needs and wants of customers. This involves addressing a number of key matters: what the company is going to produce, how much they are going to charge, how it is going to distribute its products or services to the customer, how it is going to tell its customers about its products and services, how the selling process actually happens, who comes in contact with customers and the layout of interface in which the company and customers interact. These are collectively known as the 7P’s or the marketing mix: product, price, place, promotion, process, people and physical environment.
To begin with, quality management is defined as, “the act of overseeing all activities and tasks needed to maintain a desired level
Successful companies who are focusing on customers’ loyalty. To identify customers’ satisfaction, there should be surveyed to analyze the strengths and weaknesses in performance, and develop scenarios for development and renewal. Customers satisfaction measurement focus usually on "how" services because product quantity easily measured and analyzed and is evidence of achievement and success of the organization. Therefore, senior executives are keen to highlight the quantitative achievements. But under the concept of Total Quality Management Principles (TQM), it has become more focused on quality rather than quantity of service. Thus, to measure customer satisfaction, there is two aspects, which they are quality and quantity and that what
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
To identifying and looking to rectify an error, it has to investigate the root source of the predicament. The procedure is alluded to as the root cause scrutiny. The rationale of the investigation is to annihilate or correct the source, thus preventing the inveterate of the predicament. The procedure should be done on an everyday basis. The application of new processes that are well known to produce a methodical and affirmed progress to the identification, indulgent and determination of main causes is what is alluded to as root source analysis.
In 1980, the character of quality in business strategy has taken two significant steps. Firstly, many businesses have recognized a strategy driven by quality can lead to substantial market advantages. Secondly, the lines between quality strategy and generic business strategies have become blurred to the point where TQM principles are integrated into most businesses' normal business planning. Nowadays, integration of TQM into strategic business planning is the result of a natural evolution for most businesses. Total Quality Management, is a way by which management and employees can involve in the continuous improvement of the production of goods and services. It is also a combination of quality and management tools aimed at increasing business and reducing losses due to wasteful
Total Quality Management (TQM) is an interesting topic because it is focused on the quality and the customer’s satisfaction. As a student at Liberty, I have come across this term several times and as a leader, I have worked processes that involved TQM. Also, as a customer, I value excellent service. Organizations should go out of their way to satisfy the customer and continually enhance their service. Therefore in TQM, organizations capitalize on their clients by strengthening their team. Furthermore, it’s a continuous process.
Introduction - Total quality management (TQM) has been defined as ‘continuous improvement of every production output whether it be a product or a service, by removing inefficient variations and by improving the backbone of the work process’. International managers like their domestic counterparts have found that incorporating the notion of total quality management into their management process and style can give the competitive advantage.
As companies continue to move forward, they will gain and understanding of the importance of quality management and its relation to profits, production, and customer satisfaction. Throughout chapter two of Managing for Quality and Performance Excellence, multiple philosophies on how to incorporate quality into a company are described in detail. These examples include the philosophies of great minds such as Deming, Juran, and Crosby, as well as several other accomplished quality professionals. While each of their approaches are different, they are all trying to accomplish the same goal of increasing quality. It is important to understand what makes up these different philosophies before you can choose one for your own company.
This paper is about Total Quality Management (TQM). There are several parts to this paper that will now be outlined. First, Total Quality Management will be defined. Second, a description of the impact of globalization on quality will be discussed. Third, traditional management styles will be compared and contrasted with management styles focused on quality. Fourth, an explanation of how TQM should apply to my organization will be discussed.
There are many organizations today that want to establish a useful product quality management system. In an organization there are different locations, business units, and departments that can often use separate processes to solve product deficiencies. This can lead to confusion down the line. Lifecycle is one method that can improve product quality management in the manufacturing and service industries. Agile Product Quality Management can provide businesses a way to extend their enterprises where teams can dynamically update, access, and analyze information about product quality from internal to external departments, customers, and suppliers. (TechWell, agile connection, 2011).
In the business context, quality management is a broad concept. Customer demands quality in a product rather than price. So, organization must focus on the quality enhancement. Quality usually leads to increasing cost. Business organizations have to manage quality in such a way that it leads to as minimum cost as possible. Not every organization can do this. But, it should be their main goal and objective of structuring their business. In the competitive market, quality management is the most important term that is to be considered in every process.
In this assignment I will try to discuss about how Quality Management helps in Hospitality industry. Quality is a main part of any business providers. Concept of Quality Management is creating and implementing quality planning authority, as well as control and improve the quality. They can help to improve efficiency and best practice to fellow workers. As well as it is very important element to identify customer’s satisfaction and expectation.
Continuous improvement of all activities is at the heart of TQM. it is recognized that customer satisfaction can only be obtained by providing a high-quality product, continuous improvement of the quality of the product. It is seen as the only way to maintain a high level of customer satisfaction. As well as recognizing the connection between product quality and customer satisfaction, TQM also recognizes that product quality is the result of process quality. As a result, there is a focus on continuous improvement of the organization’s processes.
7p’s of marketing help the company to know and evaluate the interaction between the customers and business, which helps to create successful marketing plan.