Total Quality Management Within The Fox Car Rental, Inc.

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

It is unpromising to comprehend the total quality management phenomenon, emerging in the twentieth century, and to acknowledge its competitive advantages and obstacles, unless the underlying philosophy of quality is examined.

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

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.

Total quality management (TQM) is to provide customers with superior products and services. Every company has to continually examine their activities to improve quality and eliminate defects and wastes, especially lean companies who strive for high-quality production. The production might be slowed or shut down by poor-quality materials and defective manufacturing processes. Those companies have adopted ABC and identified their primary activities, they can concentrate on making those activities more efficient or finding ways to eliminate any non-value-added activities. Most companies find that they can generate savings in the end of value chain, such as production, marketing, distribution and customer service if they invest more in Research and Development (R&D) and design. This is because the carefully designed products and

Commitment to Quality (T.Q.M) (1) Definition and functions It is increasingly the case that a firm which cannot meet the external customers quality requirements will go out of business, so that the needs to conformity with quality products so become a prerequisite for staying in business. International Standardisation Organisation identifies Total Quality Management as That aspect of the overall management function that determines and implements the quality policy and, as such, is the responsibility of top management. That is to say the nature of the TQM is an approach for companies to get long-term success through customer satisfaction. Successful companies understand the powerful impact customer-defined quality can have on business. They know that once the customers do not satisfied with quality of the product they will go elsewhere and chose the product which owns better quality in other companies. As a result, the company will lose their market share more seriously, the reputation may be ruined by not manufacture to an approved quality standard. For this reason many competitive firms continually increase their quality standards. For example, both the Ford Motor Company and the Honda Motor Company have announced that they are making customer satisfaction their number one priority. The slow economy of 2003 impacted sales in the auto industry. Both firms believe that the way to rebound is through improvements in quality, and each has outlined specific changes to

The author of this paper has found that there is a need for a quality management system and has created a model (QMS – H) to be utilized in

Total Quality Management is a management approach to the way an organization conducts business. It focuses on the long term success of the company through customer satisfaction (Lyle, 2013). Continued improvement is viewed as a process, not a short term goal (WebFinance, Inc., 2015). Total Quality Management encompasses the value of the customer, and puts quality first. The level of quality is determined by the customer, and is called customer-defined quality (Reed & Sanders). Total Quality Management was created and has evolved around the quality of every aspect of a company. Quality is not easily defined. People can have different opinions about what quality is or the level of quality that is needed. To further complicate the matter, the quality meaning has changed over time.

Quality management systems play an important role in ensuring the effectiveness and perfection of products and services along with high standards of quality. Operations and quality management are just like the two sides of a same coin. Both these systems are critical in determining the accomplishment of organizational objectives and targets. According to the Quality Guru, Juran, the quality management consists of a trilogy of functions including, Planning, assurance and control of quality. But in addition to this trilogy, quality improvement is another major aspect of Quality and system management. Thee

Effective quality management systems have many characteristics in common, irrespective of the industrial contexts in which they operate. These commonalities can be developed into unifying themes of quality, which may in turn be categorized into a number of dimensions. Here, we explore eight aspects of quality management and how they have been applied, or not applied within industry.

The customer that spends his or her hard earned money on a product or service is the primary reason for quality management to be a major factor for a company’s business process. The mission and vision statements of various corporations are often worded with the quality of a product and the satisfaction of the consumer. This notion is fine; however, it takes discipline and commitment to truly achieve it. This commitment must start at the top of a corporation and spread vigorously throughout the entire company. Partial compliance will not yield the desired results a corporation needs to reduce waste and remain competitive in a global market place.

The objective of this study is to examine quality management in business and to apply contemporary theory.

Chapter 9 – Management of Quality: 1. 2. 3. 4. 5. 6. 7. 8. 9. Define the term quality as it relates to products and as it relates to services. Explain why quality is important and the consequences of poor quality. Identify the determinants of quality. Distinguish the costs associated with quality. Compare the quality awards. Discuss the philosophies of quality gurus. Describe TQM. Give an overview of process improvement. Describe and use various quality tools.

Quality management is seen as the most essential part when it comes to the organisation of a business and possible the most important and complex component of business strategy (Golder et al. 2012: 1). It can be argued that the success of a business is down to the management of quality. This means managers must deal with meeting both internal and external expectations set in order to excel. Quality is a concept that has to be applied throughout the business and must involve everyone within the organisation and it is through this we see the implementation of total quality management (TQM), defined by Dale (2003) as ‘an ever evolving practice…which meet and hopefully exceed the needs and expectations of customers’ (Dale, 2003: 4). The

In all Total Quality Management programs the ultimate effectiveness criterion is customer satisfaction. According to the research, to reach this ultimate goal of effectiveness requires that the organization measure several other criteria on a continual basis (Weaver, 1991; Hackman & Wageman, 1995; Dahlgaard, 1999; Clark, 2000). The appropriate criteria to measure depends on the type of organization, and whether they deliver a product or a service. In a production-based organization, the effectiveness criteria are divided into product measures and employee measures. The possible measures for the product include: increases in production, increases in sales, increases in market share, increases in stock prices, reductions in the product cycle time, reductions in the number of reworks, reductions in the inventories, and reductions in customer returns. The employee measures include: satisfaction with the company,