Organizations Benefit From Total Quality Management

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TABLE OF CONTENTS

CHAPTER 2: LITERATURE REVIEW1

2.2 Total Quality Management (TQM)2

2.4 Principles of Total Quality Management7

2.4.1 Customer focus7

2.4.2 Leadership8

2.4.3 Employee Participation8

2.4.4 System Approach to Management9

2.4.5 Customer Satisfaction10

2.4.6 Continuous Improvement10

2.5 Strategies to Develop Total Quality Management11

2.5.1 Total Quality Management Tools11

Statistical Process Control (SPC)12

Quality circles12

Pareto Analysis13

Critical Path Analysis13

Fourteen Principles of TQM by Dr Edward Deming13

Ten Principles by Joseph Juran15

2.6 Failure of companies in developing TQM16

2.7 Companies which have implemented the Total Quality Management18

2.7.1 Ford Motors Company18

2.7.2 Motorola Company19

2.7.3 Toyota Motors19

2.7.4 Lumax Industries19

2.7.5 Xerox20

CHAPTER 3: KEY QUESTIONS21

CHAPTER 4: METHODOLOGY23

4.1 Research Design23

4.2 Research approach23

4.3 Research Strategy24

4.4 Research Method25

4.5 Data Analysis25

CHAPTER 5: DISCUSSION AND ANALYSIS26

5.1 Analysis26

5.2 Discussion29

CHAPTER 6: CONCLUSION32

REFERENCES34

CHAPTER 2: LITERATURE REVIEW

This chapter discusses a comprehensive and elaborate literature on the subject of TQM. A detailed research regarding the strategies, tools, management approach and the principles of total quality management is presented in this section for the purpose of explaining the problem at hand.

2.1 Quality

Quality is one of the most important aspects of any product or service in a business. The term' quality' has a pragmatic interpretation which might refer to the superiority or inferiority of an object or anything. This condition is, in total, perceptual, conditioned and is subjective regarding its interpretation and understanding by different people. There many are a special focus on the quality specification and comparison of the particular product with its rivals in the marketplace. The concept of quality measures the conformance of products to a certain degree of customer satisfaction and to their level of expectation (Milakovich, 1991, pp. 195).

There have been various definitions of this terminology created by the management experts and gurus regarding quality. This term constitutes many elements and requires them to meet the standards and expectations of the users. In order to main the dimensions of quality in a product or service, several departments such as maintaining quality assurance, quality control and other related factors have been created and managed in the organizations. Some of them prevent the defects from occurring to the products, while others detect and correct the defective quality of the products and make them come up to the expectations of customers and provide them the utility (Hauser & Clausing, 1990, Pp. 63).

2.2 Total Quality Management (TQM)

The concept of TQM has become a widely used phenomenon in the manufacturing and service industries all around the world. The idea of applying TQM is a consolidating viewpoint for managing the continuous quality improvement for the sake of improving the quality and functionality of the processes and products (Deming, 1982, pp. 1999). The concept of TQM usually functions on the assumption which observes that it is the responsibility of all the people involved in production to manage and maintain the continuous improvement and betterment of the quality of services and products. Talking differently, the concept of TQM takes advantage of the participation of the human resource of the organization which includes workforce, suppliers, management and even the customers, for the purpose of coming up to the expectations of the customers (Hackman & Wageman, 1995, Pp. 309). 

Taking into account the activities and practices of the TQM functions already ...