Literature Review
Quality: The formal definitions of Quality is stated as, The totality of features and characteristics of a product or service that bears on its ability to satisfy given needs (American Society for Quality)
– Fitness for use
– Meeting or exceeding customer expectations
– Conformance to specifications
(Evans, 2004)
Satisfaction based definition:
No consensus has been reached on a definition for quality; the term is defined differently for products and services, for different industries, and for different levels of dimensionality. This study investigates the major definitions of quality and the antecedents of customer retention to establish a foundation for a new definition of quality based on satisfaction. Quality is defined
…show more content…
In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work. The methods for implementing this approach come from the teachings of such quality leaders as Philip B. Crosby, W. Edwards Deming, Armand V. Feigenbaum, Kaoru Ishikawa, and Joseph M. Juran.
The Primary Elements of TQM
Total quality management can be summarized as a management system for a customer-focused organization that involves all employees in continual improvement. It uses strategy, data, and effective communications to integrate the quality discipline into the culture and activities of the organization.
• Customer-focused. The customer ultimately determines the level of quality. No matter what an organization does to foster quality improvement—training employees, integrating quality into the design process, upgrading computers or software, or buying new measuring tools—the customer determines whether the efforts were
Total quality management is a management system of organization that involves all employees in continual improvement and is oriented on customers. This approach was developed by such quality leaders as Philip B. Crosby, W. Edwards Deming, Armand V. Feigenbaum, Kaoru Ishikawa, and Joseph M. Juran. TQM uses next principles (Westcott 2013):
C. Quality: The degree to which a product or service meets customer requirements and expectations.
One of the popular strategies is the total quality management TQM, which is focused to continuously improve the ways people, machines, and systems accomplish work at every level of the organization (Noe et al., 2016). As its name tells us, the core is the quality, so all products and services and the whole production itself including employees should have a very high quality. Customers value high quality a lot and are often ready to pay more for it.
It concentrates on producing equality goods and fully satisfying customer expectations and extends the employees efforts at all dynamics. TQM installs enthusiasm and commitment to do the right things from top to the bottom in the organization. Actually it is the continuous improvement process and success comes from every little step forward each day. This process is known as ‘Kaizen’ in Japanese culture. In short, Total quality management (TQM) is an integrated organizational effort designed to improve quality at every level of the
Quality is one of the five performance objectives and having a high-quality product or service often represents an essential element when being considered by the customer. Quality is a
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.
The fact that globalization has expanded the market for organizations means that TQM is more important than ever before. Customer demands are higher and if a company does not create products and services that meet their expectations they can easily access the same or similar products and services from another company. If managers do not implement TQM into their company procedure then they will fail to meet the high standards of customers all over the world and eventually lose their business. When it comes to implementing TQM, it’s the mangers responsibility to create an environment where people can work together to improve their work processes. If the ownership or senior management does not buy into this concept you will never succeed. Many people in leadership roles are either too set in their ways or closed minded to the necessary change needed to really improve the way things get done. You have to buy into the concept that there is always a better way to do something. By tapping into all the knowledge and experience your employees possess, you develop solutions that not only improve your execution, you provide everyone with a sense of accomplishment.. These "process improvement teams" give employees a chance to help steer the future direction
According to “Management: A Practical Introduction”, Total Quality Management is defined as a comprehensive approach dedicated to the continuous improvement of quality, training, and customer satisfaction. There are four components to Total Quality Management, and they include making continuous improvement a priority, getting every employee involved, listen to and learn from customers and employees, and using accurate standards to identify and eliminate problems (Kimiki Williams 528). For companies that use the Total Quality Management approach, these values will often times be defined in their core values and principles, and the specifics of these values may be different from company to company. As
In order to achieve the service quality for the customers, it needs to have reliability, responsiveness, assurance, empathy and tangibles to meet the client’s satisfaction. (Adele Berndt, 2004)
the concept of TQM in United States of America says that “Quality has to do something with the
Quality is the ability of a product or service to constantly meet or exceed customer expectations
Quality is defined by meeting customers ' needs. Total quality management in the company through continuous improvement of the quality of its products, services and people. (Goetsch, 2010)
"TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer
Total quality management is something that was introduced to us around the 1950s. By the 1980s this was something that had been implemented more into many different businesses and the movement began. A total quality management team is defined as the techniques an association uses to recover not only the quality of its company and services but also its production level. This technique involves a lot of joint effort and is used through-out an organization. Everyone is included in this management from the employees to the inside staff a company employs. Externally TQM is also used with people such as the clients that the company associates their business with and the customers that use their services or products. Most importantly, TQM’s main objective is to implement efficient production and quality that will in return increase a companies revenue and also give the company a boost against its competition ( “Intro and Impl.” Para 2. 2010)
Deming, Juran, and Crosby all define quality in different ways. Deming defines quality as a continuous improvement and the ultimate goal is zero defects; however, he realizes an error free product may not be economically feasible or practical (Kerzner, 2009, p. 880). Deming also states a product or service is defined by the customer and quality is a relative term and will change based on the customer’s needs (Suarez, 1992, p.3)